Senior Technical Support Engineer

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

Job Description Summary:

The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products, specifically within the AMC Enterprise product suite. 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 permeant solutions.

Responsibilities:

• Successfully resolve technical issues from internal or external users using appropriate diagnostic techniques including trace analysis or debugging through the system source code.
• Reproduce complex incidents affecting business critical accounts. Test and deliver subsequent fixes as appropriate
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a mentor, guide and leader to other employees.
• Provide subject matter expertise and support to Customer Support colleagues and field teams
• Ability to act independently, as part of a team or as a team leader and exercise independent judgment.
• Ability to articulate clearly, recommend and explain resolutions to external customers/clients.
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

Required Qualifications

• University degree level education.
• At least 7+ years experience in relevant technologies and customer environments
• Technical skills to include at least 2 of the following:
  • Micro Focus COBOL based products – Enterprise Developer, Visual COBOL, Enterprise Server, Server Express, Net Express
  • System level IBM mainframe experience of CICS, IMS or JCL
  • COBOL or PLI programming experience
  • Windows operating system OR UNIX operating systems
• Advanced troubleshooting skills based on application of experience, diagnostic analysis using traces, dumps and other tools and hypothesis formulation and testing.
• Committed to Rocket’s core values of empathy, humanity, trust and love.

Information Security:

Information security is everyone’s responsibility.  A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

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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.

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