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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.
Primary Responsibilities:
- Interact directly with various internal departments to facilitate customer request and trouble shoot product problems in a professional manner.
- Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.
- Track and document inbound support requests and ensure proper notation of customer requests or issues.
- Maintain knowledge about assigned products and company services available.
- Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.
- Contributing to the Knowledge Base via Creating and Editing the Customer issues.
- Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.
- Participate in the evaluation of new releases of products and report on performance, functionality and issues to R&D.
General Qualifications:
- Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience.
- Desire to step into a support role to investigate and resolve incidents based on Rockets products.
- Excellent oral, written and interpersonal communications skills.
- English language experience in spoken and writing is a prerequisite.
- Proven organizational and time management skills.
- Demonstrated experience adapting to change and managing priorities.
- Strong customer service skills in interacting with both internal and external customers.
Additional Qualifications:
- Mainframe knowledge: z/OS
- Experience working with 1 or more z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
- Operating system knowledge: Windows, Unix, Linux.
- Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
- Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS.
Desired Skills
- Knowledge of Spark, Python, Java, Rexx
- Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
- Knowledge/experience with ODBC/JDBC.
- Knowledge/experience of DB2 utilities and DB2 stored procedures.
- Knowledge/experience of DB2 LUW.
- Knowledge/experience with Visual Studio .NET.
- Knowledge/experience in z/OS Cobol or Natural.
- Knowledge/experience in Microsoft SQL Server or Oracle
- Knowledge/experience working with RACF, ACF2 or Top Secret.
- Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
- Knowledge of Network topology.
- Knowledge/experience with the following is a plus: Rocket Data Virtualization, Rocket Data (Shadow) z/Direct, z/Services or z/Events (Streams).
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The base salary range for this role is $81,496.00 - $101,870.00 /year. Exact compensation may vary based on skills, experience, and location.
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What Rocket Software can offer you in USA:
- Extensive paid time off programs (paid holidays, sick, and unlimited 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
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!
Top Skills
What We Do
Rocket Software empowers organizations to create legendary impact in the world through innovation in legacy technologies. With deep expertise in IBM Z, IBM Power, and database and connectivity solutions, Rocket solutions power tens of thousands of global businesses, solving real problems and making real-world impact.
With more than 70% of the world’s IT workload running on legacy platforms, Rocket helps companies and public-sector organizations innovate using the technology and data they already have, so they can always be ready for what comes next. Rocket customers include 44 of the Fortune 50, representing industries including Banking and Finance, Healthcare, Manufacturing, Transportation and Logistics, Retail and Insurance.
A Bain Capital portfolio company, Rocket is headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia, and Australia.
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