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Job Description Summary:

The Technical Support Engineer assists Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software 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 permanent solutions. The Engineer will work as part of a team with minimal direction.

Essential Duties & Responsibilities

Able to assess customer needs and set expectationsVerify accuracy of business impact statement as provided by the customerIndependently perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problemAble to troubleshoot and solve urgent, complex, and critical problemsRoutine use of testing tools for troubleshootingResearch complex cases for resolution using knowledge bases, documentation etc.Develop reproducible test cases, when necessaryPrepare, recommend and implement solutionsPoint of escalation in the preparation, recommendation, and implementation of solutions for junior team membersWrite collateral at an appropriate levelMastery of creating case tracking details for use by team members for similar/future problem resolutionAssist other Support Engineers at different levelsAccountable for team and individual resultsParticipate in internal projects and other work as directedOngoing self-directed learning to expand expertise on new technologies and  Rocket Software productsRegularly contribute to training contentTrain other support engineersCollaborate with Product Development ManagersMay perform as lead on projectsMentor other support engineers; contributes to training

Experience & Qualifications:

5+ years of experience in technical supportOperating system knowledge: Windows, Unix, Linux, z/OS, MainframeBroad knowledge of computer technologyBachelor of Science Degree preferredAvailable for some after hours, weekend and holiday workExcellent oral, written and interpersonal communications skills.English language experience in spoken and writing is a prerequisite

Additional Qualifications:

Experience with database systems such as DB2, Oracle and SQL Server a plusSystem Administration Experience.Working knowledge of z/OS system components such as COBOL, JCL, ISPF a plusProgramming Languages on either z/OS or client server envionments such as Java, Python, C++, C# a plus.Working knowledge of ETL platforms such as Informatica, DataStage, and Tableau a plusCloud technology understanding a plus.Interest in technical challenge.Multilingual is a plus.Very organized and has demonstrated methodology in tackling complex technical questions.

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The base salary range for this role is $81,496.00 - $101,870.00 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

Unlimited Vacation Time as well as paid holidays and sick timeHealth and Wellness coverage options for Rocketeers and dependentsLife and disability coverageFidelity 401(k) and Roth Retirement Savings with matching contributionsMonthly student debt benefit programTuition Reimbursement and Certificate Reimbursement Program opportunitiesLeadership and skills training opportunities

EOE M/F/Vet/Disability.  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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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