The Technical Support Engineer is the direct interface between Rocket customers and the Support department. They are skilled in customer service and are able to understand a customer’s expectations to meet and exceed required customer service levels. This includes providing expert support for multiple software products via the telephone, email and/or chat. Assessing the nature of product issues and gathering information needed to resolve them. Throughout this process is the need to document steps taken to trouble shoot or resolve customer issues.

Primary Responsibilities:

Interact directly with various internal departments to facilitate customer requests and trouble shoot product problems in a professional manner.
Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.
Track and document inbound support requests and ensure proper notation of customer requests or issues.
Maintain knowledge about assigned products and company services available.
Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.
Contributing to the Knowledge Base via Creating and Editing the Customer issues.
Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.
Participate in the evaluation of new releases of products and report on performance, functionality and issues to R&D.

General Qualifications:

Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience.
Desire to step into a support role to investigate and resolve incidents based on Rockets products.
Excellent oral, written and interpersonal communications skills.
English language experience in spoken and writing is a prerequisite.
Proven organizational and time management skills.
Demonstrated experience adapting to change and managing priorities.
Strong customer service skills in interacting with both internal and external customers.

Additional Qualifications:

Mainframe knowledge: z/OS (VSE is a plus)
Operating system knowledge: Windows, Unix, Linux.
Network topology knowledge is a plus.
Database knowledge on the mainframe, in open systems (Windows, Unix, Linux) and cloud solutions.
Interest in technical challenge.

Desired Skills

Experience working with 1 or more z/OS Database or application development platforms, such as CICS, IMS, ADABAS, IDMS or VSAM.

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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.

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

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