Senior Technical Support Engineer

2 Hours ago • 8 Years + • Software Development & Engineering • $91,564.33 PA - $114,455.5 PA

Job Summary

Job Description

Rocket Software is seeking a Senior Technical Support Engineer to provide technical direction and leadership in the support, development, and enhancement of Rocket products. The role involves troubleshooting customer-reported symptoms to aid in resolution, acting as a technical subject matter expert, and guiding the development team. Key responsibilities include assessing customer needs, verifying business impact, performing problem verification, utilizing and recommending testing tools, researching complex cases, developing reproducible cases, preparing and implementing solutions, and acting as a point of escalation for junior team members. The engineer will also manage critical situation issues across multiple products, mentor and train other support engineers, participate in internal projects, and engage in ongoing self-directed learning of Rocket Software products. Collaboration with Product Development Managers and potentially serving as a point of contact for large customers are also part of the role.
Must have:
  • 8+ years experience in technical support
  • Deep technical knowledge of z/OS mainframes
  • Experience with z/OS Database or application development platforms
  • SQL, Data Virtualization, CDC knowledge
  • Operating system knowledge: Windows, Unix, Linux
  • Database knowledge in open systems and cloud
  • Strong analytical and troubleshooting skills
  • Strong communication and problem-solving skills
  • Strong customer service skills
  • Adaptability to change and priority management
Good to have:
  • Knowledge of Spark, Python, Java, Rexx
  • Knowledge of Web Services standards (SOAP, WSDL, WS-*)
  • Knowledge of REST, Applications Servers (WebSphere, Oracle)
  • Knowledge of HTTP, SSL, HTTP/S, TCP protocols
  • Knowledge/experience with ODBC/JDBC
  • Knowledge/experience of DB2 utilities and 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
  • Knowledge of Network topology
  • Experience with tcVision, Rocket Data Replicate and Sync
Perks:
  • Unlimited Vacation Time
  • Paid holidays and sick time
  • Health and Wellness coverage options
  • Life and disability coverage
  • Fidelity 401(k) and Roth Retirement Savings with matching contributions
  • Monthly student debt benefit program
  • Tuition Reimbursement and Certificate Reimbursement Program opportunities
  • Leadership and skills training opportunities

Job Details

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. 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. The Engineer will act as the technical subject matter expert on multiple products.

Essential Duties and Responsibilities:

  • Able to assess customer needs, troubleshoot and set expectations for quick resolution
  • 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 
  • Routine use of testing tools; may define and recommend testing tools 
  • Research complex for resolution cases 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
  • Address and manage critical situation issues as an escalation expert across several products 
  • Assist, mentor and train other Support Engineers at different levels 
  • 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 
  • Collaborate with Product Development Managers 
  • May serve as designated point of contact or support coordinator for large customer 
  • Act as project lead on assigned projects; may act as organizational team lead 

Qualifications:

  • 8+ years of experience in technical support or similar role with deep technical knowledge of
  • z/OS mainframes
  • Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
  • SQL, Data Virtualization, CDC
  • 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
  • Available for some after hours, weekend and holiday work 
  • Strong communication and problem-solving skills
  • Strong customer service skills in interacting with both internal and external customers.
  • Demonstrated experience adapting to change and managing priorities
  • Commitment to Rocket core values of empathy, trust, love and caring.

Additional skills that are helpful to have, but not required:

  • 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: tcVision, Rocket Data Replicate and Sync 

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.

#LI-SD1

#LI-Remote

The base salary range for this role is $91,564.33 - $114,455.50 /year. Exact compensation may vary based on skills, experience, and location.

.

What Rocket Software can offer you in USA:

  • Unlimited Vacation Time as well as paid holidays and sick time

  • Health and Wellness coverage options for Rocketeers and dependents

  • Life and disability coverage

  • Fidelity 401(k) and Roth Retirement Savings with matching contributions

  • Monthly student debt benefit program

  • Tuition Reimbursement and Certificate Reimbursement Program opportunities

  • Leadership and skills training opportunities

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 people@rocketsoftware.com.  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!

Similar Jobs

Ion - Credit Analyst - 7915

Ion

Mumbai, Maharashtra, India (On-Site)
9 Months ago
extreme network - Technical Support Engineer- On Site Sacramento

extreme network

California, United States (On-Site)
9 Months ago
HCL Tech - Support Engineer

HCL Tech

Texas, United States (On-Site)
1 Month ago
PwC - Asistente Senior Auditoria 2

PwC

Santo Domingo, Distrito Nacional, Dominican Republic (On-Site)
9 Months ago
Games For Love - Volunteer Marketer (With No Salary/Compensation)

Games For Love

Lynnwood, Washington, United States (Remote)
11 Months ago
Ansys - Senior Application Engineer

Ansys

Canonsburg, Pennsylvania, United States (On-Site)
4 Weeks ago
Google - Software Engineering Manager, People with Disabilities

Google

State Of Minas Gerais, Brazil (On-Site)
6 Months ago
Loft Orbital - Customer Operations Engineer

Loft Orbital

San Francisco, California, United States (Hybrid)
1 Year ago
nissan - Engineer, Import Parts

nissan

Samut Prakan, Thailand (On-Site)
1 Month ago
Eqvilent - FPGA Engineer

Eqvilent

(Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Silicon Labs - Engineering Manager - MCU Software Development

Silicon Labs

Hyderabad, Telangana, India (On-Site)
6 Days ago
Amber - Customer Support Agent with English and Chinese

Amber

Bucharest, Bucharest, Romania (Remote)
1 Month ago
Sporty - IN Associate - Customer Success

Sporty

Mumbai, Maharashtra, India (Remote)
1 Year ago
Loyalty Juggernaut - Mobile Application Developer (Android/iOS)

Loyalty Juggernaut

Hyderabad, Telangana, India (On-Site)
2 Months ago
high radius - Senior Software Engineer - Java

high radius

Hyderabad, Telangana, India (On-Site)
1 Month ago
Pragma - Game Services Engineer - Co-Dev

Pragma

(Remote)
3 Months ago
Apple - DevOps Engineer

Apple

Austin, Texas, United States (On-Site)
1 Month ago
Imanage - Systems Administrator - Service Desk

Imanage

Chicago, Illinois, United States (Hybrid)
1 Month ago
Yodo1 - Data Engineer

Yodo1

(Remote)
10 Months ago
Capgemini - Storage Administration

Capgemini

Mumbai, Maharashtra, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in United States

WebFX - Digital Marketing Specialist - Account Manager- Ft Myers, FL

WebFX

Fort Myers, Florida, United States (On-Site)
9 Months ago
Sailpoint - Manager, DevOps (AWS Infrastructure)

Sailpoint

Austin, Texas, United States (On-Site)
1 Month ago
bytedance - Senior Research Scientist, Data Management and Security - Infrastructure System Lab

bytedance

San Jose, California, United States (On-Site)
3 Months ago
Probably Monsters - IT Engineer

Probably Monsters

Dallas, Texas, United States (On-Site)
2 Months ago
Crunchyroll - Senior Risk Analyst

Crunchyroll

Dallas, Texas, United States (Hybrid)
2 Months ago
Coherent corp. - IT Site Administrator/ISSO

Coherent corp.

Philadelphia, Pennsylvania, United States (On-Site)
2 Months ago
quience - Recruiting Coordinator

quience

United States (Remote)
2 Months ago
Prophecy - Enterprise Account Executive

Prophecy

United States (Remote)
1 Week ago
Whatnot - Android Engineer, App Platform

Whatnot

San Francisco, California, United States (Remote)
1 Week ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Nagarro - Senior Engineer, Sharepoint

Nagarro

India (Remote)
9 Months ago
conga - Staff Software Engineer

conga

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Discord - Senior Engineering Manager, Performance & Quality

Discord

California, United States (On-Site)
4 Weeks ago
The Walt Disney Company - Associate Electrical Engineer

The Walt Disney Company

Anaheim, California, United States (On-Site)
2 Weeks ago
Tesla - Senior Process Development Engineer

Tesla

Prüm, Rhineland-Palatinate, Germany (On-Site)
5 Months ago
Sigma Software - Threat Detection and Script Engineer

Sigma Software

Argentina (On-Site)
2 Months ago
Cadence - Senior Principal Hardware Design Engineer - Palladium and Protium

Cadence

San Jose, California, United States (On-Site)
1 Month ago
Go Fund Me - Technical Support Engineer II

Go Fund Me

Buenos Aires, Buenos Aires, Argentina (Hybrid)
4 Days ago
Adform - Senior Software Engineer

Adform

Mumbai, Maharashtra, India (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.At Rocket, software is about more than just code—it’s about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we’re serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.

Pune, Maharashtra, India (On-Site)

United States (Remote)

Pune, Maharashtra, India (On-Site)

Vilnius, Vilnius County, Lithuania (Hybrid)

United Kingdom (Remote)

United States (On-Site)

Vilnius, Vilnius County, Lithuania (Hybrid)

Rogers, Arkansas, United States (On-Site)

Sydney, New South Wales, Australia (Remote)

View All Jobs

Get notified when new jobs are added by Rocket

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug