Browse thousands of opportunities across our network of innovative companies
Senior Technical Support Engineer
Rocket Software
Software Engineering, IT, Customer Service
Multiple locations
Posted on Nov 8, 2024
It's fun to work in a company where people truly BELIEVE in what they're doing!
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.
.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!