Technical Support Engineer II

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $57.5k - $77.6k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Rocket Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1990

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Rocket Software is a company that specializes in IT modernization and hybrid cloud solutions. They provide a variety of products and services aimed at optimizing mainframe and cloud integration, enhancing security and compliance, and improving IT skills and efficiency through automation and innovation. Rocket Software offers solutions for content services, hybrid cloud, IBM i, security, and efficiency, along with modernization of enterprise applications, data, and infrastructure. Their focus is on helping organizations seamlessly bridge critical business applications and data with AI-powered solutions for increased productivity and decision-making, while maintaining robust security and resilience.

📋 Description

• Assess customer needs and set expectations • Provide moderate application guidance and level II customer support and resolution for assigned products • Verify the accuracy of customer business impact statements • Confirm customer environments, error messages, and problem symptoms • Troubleshoot common problems using testing tools • Research moderate to complex cases using knowledge bases and documentation • Gather and analyze information to develop reproducible cases • Prepare, recommend, and implement solutions • Create detailed case tracking information for future problem resolution • Assist Support Engineers at different levels • Participate in internal projects and other assigned work • Expand expertise through self-directed learning on IBM/Rocket Software products • Contribute to training content as necessary • Act as an escalation point for junior technical support team members • Work with customers and internal Engineering teams to diagnose escalated issues, perform root cause analysis, and drive resolution

🎯 Requirements

• 2 - 5 years in a mainframe systems programming or advanced technical support role • A bachelor’s degree in computer science, Engineering, or a related field (or equivalent professional experience) • Advanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients • IBM Security Guardium STAPs for z/OS • Strong understanding of S-TAP data monitoring mechanisms, including traffic interception via SMF exits, DB2/IMS/CICS interfaces, and UNIX System Services (USS) • Experience analyzing and optimizing the CPU and memory footprint of S-TAP agents running on high-volume production LPARs • Proven ability to configure and maintain integration between z/OS agents and the Guardium Collector appliance, including TLS/SSL certificate management • Knowledge of integrating multiple authentication factors, including RSA SecurID, RADIUS, PIV/CAC smart cards, and OIDC-compliant identity providers • Understanding MFA readiness for z/OS applications such as TSO/E, CICS, and IMS, with the ability to troubleshoot PassTicket and JWT (JSON Web Token)-related issues • Hands-on experience configuring PAGENT, AT-TLS, and required started tasks to support the MFA services environment • Available for some after hours, weekend and holiday work

🏖️ Benefits

• 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

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