Job details

Associate Technical Support Engineer

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

Job Description Summary:

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

Essential Duties & 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 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

Experience & Qualifications:

2+ years of technical engineering support
Preferred technical computer knowledge
Bachelor of Science Degree preferred
Available for some after hours, weekend and/or holiday work

Required Skills:

Familiarity with common UNIX/Linux commands.
Knowledge of Web Application Servers.
Knowledge/experience with ODBC/JDBC

Desired Skills:

Knowledge of Mainframe
Knowledge of QMF
Knowledge/experience working on Eclipse IDE
Knowledge of SSL certificates

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.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Rocket Software Glassdoor Company Review

4.2

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CEO of Rocket Software

Milan Shetti

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By Rocket Software

We put customers and partners first Rocket Software has always been about putting people first; getting out from behind our screens, and building personal relationships with one another. When it comes to product development, customer support, or ...

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FUNDING

Private

INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Waltham, MA

DATE POSTED