Technical Support Engineer
Company: Rocket Software, Inc.
Location: Topeka
Posted on: January 27, 2023
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Job Description:
**It's fun to work in a company where people truly BELIEVE in
what they're doing!****Job Description Summary:**The Technical
Support Engineer assists Rocket customers with complex 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 work as
part of a team with minimal direction.**Essential Duties &
Responsibilities**--- Able to assess customer needs and set
expectations--- 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--- Able to troubleshoot and
solve urgent, complex, and critical problems--- Routine use of
testing tools for troubleshooting--- Research complex cases for
resolution 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--- Write collateral at an appropriate level--- Mastery of
creating case tracking details for use by team members for
similar/future problem resolution--- Assist other Support Engineers
at different levels--- Accountable for team and individual
results--- 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--- Train other support engineers--- Collaborate with
Product Development Managers--- May perform as lead on projects---
Mentor other support engineers; contributes to training**Experience
& Qualifications:**--- 5+ years of experience in technical
support--- Broad knowledge of computer technology--- IBM Mainframe
(z/OS), IBM Utilities, MVS file Structure, Operating Systems---
Familiar with DB2, CICS, TCPIP, COBOL, Assembler--- Bachelor of
Science Degree preferred--- Available for some after hours, weekend
and holiday work**What Rocket Software can offer you in
USA:****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**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.\#LI-Remote_If you like wild
growth and working with happy, enthusiastic over-achievers, you'll
enjoy your career with us!_Thousands of companies around the world
depend on Rocket to solve their most challenging business problems
by helping them run their critical infrastructure, business
processes, and data, as well as extending the value of these assets
to take advantage of cloud and mobile computing, advanced
analytics, and other future innovations. From the clothes we wear
to the cars we drive, Rocket solutions power the back-end systems
that thousands of brands interact with every day. At Rocket,
software has always been about people-not just ones and zeroes.
We're people solving problems for other people, and we strive to
treat our customers, partners, and fellow Rocketeers with humanity.
Founded in 1990, Rocket Software is headquartered in Waltham,
Massachusetts with 31 offices around the world.
Keywords: Rocket Software, Inc., Topeka , Technical Support Engineer, Other , Topeka, Kansas
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