Senior Technical Support Engineer - Premium Support

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.

The Premium Support Engineer is assigned to support some of Rocket Software's largest and most strategic customers or partners Rocket product support. The engineer will develop business relationships with the customer's technical and management staff and support the customer by gaining first-hand knowledge of their systems, configurations and business needs. The engineer will use this familiarity to accelerate response time of technical cases and ensure that solutions are tailored to meet customer expectations.

Essential Duties and Responsibilities:

• Form strong business relationships with the customer at various levels throughout the organization.
• Able to troubleshoot and resolve urgent/complex problems to provide accurate and timely resolution to customer issues.
• Serve as customer advocate within Rocket Software by facilitating escalation of issues through appropriate internal organizations.
• Pro-actively identify issues by becoming familiar with customer's technical and business environment while providing recommendations for resolution to these issues.
• Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer (upcoming patches, technical news, etc).
• Document and communicate work performed in provided systems and documents as requested.
• Achieve customer satisfaction per stated business metrics for all Services delivery (Support, Consulting and Training)
• Understand how to position the value of Rocket Software Services
• Discover opportunities at customer(s) and engage appropriate team members to develop the opportunity
• Maintain a high level of technical knowledge within a specified BU field
• Actively engage with the Global Services and Product BU teams
• Responsible for managing expected results and for developing self to meet the requirements of the position
• Focus on continuous improvement in own work and ensures improvement in processes to meet client needs.
• Collaborate with Product Development and develop reproducible cases, when necessary 
• Ongoing self-directed learning to expand expertise of Rocket Software products
• Rare but occasional weekend coverage to support Rocket Software upgrades

Qualifications:

• At least 7+ years’ experience in relevant technologies and customer environments
• Technical skills to include at least 2 of the following:
  • Micro Focus COBOL based products – Enterprise Developer, Visual COBOL, Enterprise Server, Server Express, Net Express
  •  System level IBM mainframe experience of CICS, IMS or JCL
  • COBOL or PLI programming experience
  • Windows operating system OR UNIX operating systems
• Advanced troubleshooting skills based on application of experience, diagnostic analysis using traces, dumps and other tools and hypothesis formulation and testing.
• Committed to Rocket’s core values of empathy, humanity, trust, and love.

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.

The base salary range for this role is $88,466.67 - $110,583.33 /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!