Technical Support Engineer II

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

Job Description Summary:

The Technical Support Engineer II will provide technical assistance to Rocket customers with problems regarding the installation, setup, configuration, and functionality of various Db2 Tools and OpenSource 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 work as part of a Support team with frequent collaboration with our software development team.

Essential Duties and Responsibilities: 

• Able to assess customer needs and set expectations
• Handle moderate to complex application guidance and level II customer support and resolution for assigned product list
• Responsible for handling a high volume of administrative cases
• Verify accuracy of business impact statement as provided by the customer
• Perform, with some 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
• Research moderate cases using knowledge bases, documentation etc.
• Gather information to develop reproducible cases
• Prepare, recommend and implement solutions
• Mastery of creating case tracking details for  use by team members for similar/future problem resolution
• 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
• Act as the go-to Technical Support Engineer for Technical Support Technicians
• Assist other support technicians as different levels

Required Qualifications:

• Experience Level: 3-5 years with a blend of mid-level mainframe system knowledge, low to mid-level debugging capabilities, and strong client-facing communication skills.
• Fluent in diagnosing and resolving complex software issues within critical, enterprise-level IBM Z environments
• Mid-level understanding of IBM Z systems, Db2 specifically including jobs (JES), data sets, and Unix System Services (USS).
• Academic Background: A bachelor’s degree in computer science, Engineering, or a related field (or equivalent professional experience). Certification(s) and/or experience in lieu of a degree will be considered.
• Advanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients

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Annual salary range for this position is between $57,500.00 - $77,625.00 gross before taxes.

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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 people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

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!