Senior Technical Support Engineer

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.

Essential Duties and Responsibilities:

• Able to assess customer needs, troubleshoot and set expectations for quick resolution
• 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 
• 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 
• Assist, mentor and train other Support Engineers at different levels 
• 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 
• Collaborate with Product Development Managers 
• May serve as designated point of contact or support coordinator for large customer 
• Act as project lead on assigned projects; may act as organizational team lead 

Qualifications:

• 8+ years of experience in technical support or similar role with deep technical knowledge of
• z/OS mainframes
• Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
• SQL, Data Virtualization, CDC
• Operating system knowledge: Windows, Unix, Linux.
• Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
• Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
• Available for some after hours, weekend and holiday work 
• Strong communication and problem-solving skills
• Strong customer service skills in interacting with both internal and external customers.
• Demonstrated experience adapting to change and managing priorities
• Commitment to Rocket core values of empathy, trust, love and caring.

Additional skills that are helpful to have, but not required:

• Knowledge of Spark, Python, Java, Rexx
• Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
• Knowledge/experience with ODBC/JDBC.
• Knowledge/experience of DB2 utilities and DB2 stored procedures.
• Knowledge/experience of DB2 LUW.
• Knowledge/experience with Visual Studio .NET.
• Knowledge/experience in z/OS Cobol or Natural.
• Knowledge/experience in Microsoft SQL Server or Oracle
• Knowledge/experience working with RACF, ACF2 or Top Secret.
• Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
• Knowledge of Network topology.
• Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync 

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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The base salary range for this role is $91,564.33 - $114,455.50 /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 time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership 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 [email protected].  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!