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Job Description Summary:

The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions. The Engineer will act as the technical subject matter expert on multiple products.

Job Overview:

The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions. The Engineer will act as the technical subject matter expert on multiple products. 

Essential Duties and Responsibilities:

Able to assess customer needs and set expectations 

Verify accuracy of business impact statement as provided by the customer 

Independently perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem 

Able to troubleshoot and resolve urgent/complex problems 

Routine use of testing tools; may define and recommend testing tools 

Research complex for resolution cases using knowledge bases, documentation etc. 

Develop reproducible cases, when necessary 

Prepare, recommend and implement solutions 

Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members 

Address and manage critical situation issues as an escalation expert across several products 

Write collateral at an appropriate level 

Research case trend analysis 

Mastery of creating case tracking details for use by team members for similar/future problem resolution 

Assist other Support Engineers at different levels 

Accountable for both team and individual results 

Participate in internal projects and other work as directed 

Ongoing self-directed learning to expand expertise of Rocket Software products 

Regularly contribute to training content 

Train other support engineers 

Collaborate with Product Development Managers 

May serve as designated point of contact or support coordinator for large customer 

May organize team meetings to address consumer issues with product development 

Provide suggested product feature modification 

Act as a consultant with cross lab development 

Mentor other support engineers 

Act as project lead on assigned projects; may act as organizational team lead 

Qualifications:

8+ years of experience in technical support role

Advanced knowledge of computer technology 

Available for some after hours, weekend and holiday work 

Strong problem-solving skills

Strong communication skills

Information Security:

Information security is everyone’s responsibility.  A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

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Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.  If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!