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 Engineer, Business Support role is to provide technical support to
Rocket Software customers around the world, to identify problems in their use of
Rocket Software products, and to find resolutions using appropriate diagnostic
techniques. You will work closely within a 2nd Line support team, to identify
customer issues, and to work with development teams by recreating and
demonstrating issues. You will work closely with customers to liaise on problem
status, with Developers to receive and test software patches, and to ensure
customer success by patch delivery and after-care.

Successful candidates will have prior experience of software development, and
who enjoy working through and resolving complex software bugs on a variety of
environments; or experienced customer support engineers who would like to
work for a premier global software company.

The Senior Engineer, Business Support will:

• · Provide subject matter expertise and support to customers
• · Reproduce complex issues impacting business critical accounts
• · Debug problems via in-house tools
• · Identify workarounds
• · Build test cases
• · Demonstrate issues to Development teams
• · Test and deliver fixes
• · Work within a technical support team

Skills and Knowledge Required:

• 2 years’ subject matter expertise level knowledge of Rocket products - ChangeMan (ZMF, SSM, ZDD), Comparex, StarTool (FDM, IOO).
• Plus, some experience with at least two of following:
  • Exposure to z/OS and Windows operating systems.
  • Knowledge of Relational databases, such as IBM DB2/UDB, Oracle,
  • Microsoft SQL Server, MySQL, etc.
  • REXX, COBOL or PLI programming experience.
  • Experience with IDEs such as Eclipse
• Adaptable, with strong problem-solving skills based on experience, diagnostic analysis using traces, dumps and other tools, and hypothesis, formulation and testing.
• Excellent verbal and written communication skills.
• Team player with an ability to work in a flexible manner.
• Positive attitude to dealing with difficult technical problems under business-critical deadlines.
• Commitment to Rocket Software core values of Trust, Empathy, Love and Humanity

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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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.

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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!