Technical Support Engineer

5 Years ago • All levels

About the job

SummaryBy Outscal

Rocket Software seeks a Technical Support Engineer with strong z/OS expertise and proven troubleshooting skills. Experience with DB2, CICS, IMS, and mainframe environments is essential. Excellent communication and customer service skills are required.

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.

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).

.

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.

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

About The Company

Arkansas, United States (On-Site)

Arkansas, United States (On-Site)

England, United Kingdom (On-Site)

Karnataka, India (On-Site)

Maharashtra, India (On-Site)

Vilnius County, Lithuania (Hybrid)

England, United Kingdom (On-Site)

Maharashtra, India (On-Site)

View All Jobs

Similar Jobs

Blue Yonder - Sr Support Engineer 1

Telangana, India (On-Site)

Blue Yonder - Support Engineer 1

Karnataka, India (On-Site)

Veeam Software - Desktop Support Engineer

Prague, Czechia (On-Site)

Entrata - Technical Support Engineer

United States (Remote)

Sonar Source - Support Engineer

Geneva, Switzerland (On-Site)

paypal - Global Technical Support Engineer 1

Mexico City, Mexico (On-Site)

paypal - Global Technical Support Engineer 1

Mexico City, Mexico (On-Site)

Salesforce - Technical Support Engineer - German speaking

County Dublin, Ireland (On-Site)

Similar Skill Jobs

King - Data Scientist | Candy Crush Soda Saga

Stockholm County, Sweden (Hybrid)

Activision - FP&A Manager, World of Warcraft and Diablo

England, United Kingdom (Hybrid)

Warner Bros. Games - Staff Data Engineer- C360, Hyderabad

Telangana, India (Hybrid)

Warner Bros. Games - Data Engineer II - C360, Hyderabad

Telangana, India (Hybrid)

Aristocrat Gaming - QA Manual (Pasino)

Masovian Voivodeship, Poland (Hybrid)

Aristocrat Gaming - QA Manual (Pasino)

Lesser Poland Voivodeship, Poland (Hybrid)

Tencent - Game Client Development intern 103344

New South Wales, Australia (On-Site)

Jobs in Bengaluru, Karnataka, India

Warner Bros. Games - Staff Data Engineer- C360, Hyderabad

Telangana, India (Hybrid)

Warner Bros. Games - Data Engineer II - C360, Hyderabad

Telangana, India (Hybrid)

Nasdaq - Lead - Project Product Owner

Karnataka, India (On-Site)

Nasdaq - Lead - Project Product Owner

Karnataka, India (On-Site)

paypal - Sr. Storage and Systems Engineer

Tamil Nadu, India (Hybrid)

paypal - Software Engineer (Fullstack)

Karnataka, India (Hybrid)

paypal - Data scientist - Payments

Tamil Nadu, India (Hybrid)

paypal - Lead Software Engineer

Karnataka, India (Hybrid)

Software Engineering Jobs

Aristocrat Gaming - Payout & Risk Operator

New Hampshire, United States (Hybrid)

Scientific Games  - Package Assembly Tech II

Georgia, United States (On-Site)

Activision - Lead Network Programmer

Masovian Voivodeship, Poland (On-Site)

Warner Bros. Games - Staff Data Engineer- C360, Hyderabad

Telangana, India (Hybrid)

Warner Bros. Games - Data Engineer II - C360, Hyderabad

Telangana, India (Hybrid)

Aristocrat Gaming - QA Manual (Pasino)

Masovian Voivodeship, Poland (Hybrid)

Aristocrat Gaming - QA Manual (Pasino)

Lesser Poland Voivodeship, Poland (Hybrid)

DraftKings - Software Engineering Manager

Massachusetts, United States (On-Site)

Level Up Your Career in Game Development!

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

Job Common Plug