Associate Technical Support Engineer - Db2

*Local Candidates Only*

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.

• 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 limited direction, problem verification by confirming 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 Engineers at different levels
• Write collateral at an appropriate level
• Contributes to training

• Enjoy technical diversity and problem solving
• Familiarity and exposure to Db2 on z/OS and mainframe competencies
• Ability to read/research software documentation (manuals, tech notes, user guides, etc)
• A highly motivated self-starter, comfortable working in a virtual, globally distributed team
• Works well under direction, great team player, good writing/communication skills
• Available for some after hours, weekend and/or holiday work

• SMP/e, JCL
• C++, Python
• Db2 Administration Tool experience

The base salary range for this role is $45,320.00 - $56,650.00 /year. Exact compensation may vary based on skills, experience, and location. .

• Extensive paid time off programs (paid holidays, sick, and vacation time)
• Healthcare coverage options to fit you (and your family’s) needs
• Retirement savings, with matching contributions by Rocket Software
• Life and disability coverage
• Leadership and skills training opportunities
• Two paid work days for off-site training