Associate Technical Support Engineer

Rocket Software

Rocket Software

IT, Customer Service
Pune, Maharashtra, India
Posted on Thursday, May 16, 2024

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Associate Technical Support Engineer assists Rocket customers with 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 typically work as part of a team with limited direction

Essential Duties & Responsibilities

  • Able to assess customer needs and set expectations.
  • Verify accuracy of business impact statement as provided by the customer.
  • Perform with limited direction, problem verification by confirming a customer’s environment, error messages, and symptoms of a problem.
  • Able to troubleshoot common problems.
  • Use testing tools for troubleshooting.
  • Researching moderate to complex cases using knowledge bases, documentation, etc.
  • Gather information to develop reproducible cases.
  • Preparing, recommending, and guiding the customer through implementing solutions.
  • Write collateral at an appropriate level.
  • Mastery of creating case tracking details for use by team members for similar/future problem resolution
  • Assist other TSEs at various levels.
  • Accountable for team and individual results
  • Participate in internal projects and other work as directed.
  • Self-directed learning to expand expertise of Rocket Software products.
  • Contributes to training content, as necessary.
  • Available for some after hours, weekend, and holiday work

Qualifications:

  • Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience.
  • Mainframe knowledge: z/OS.
  • Experience with JCL, ability to modify/submit job and read/understand JCL output.
  • 1+ year experience working in z/OS TSO with ISPF, comfortable with common functions such as creating/editing datasets.
  • 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.

Desired Experience:

  • RACF, ACF2 or Top Secret.
  • Familiar with CVSS.
  • Worked with Code Scanning tools.
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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!