Technical Support Engineer II

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $57.5k - $77.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Rocket Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1990

🏢 Enterprise

☁️ SaaS

🔐 Security

Enterprise • SaaS • Security

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

• Provide technical assistance to Rocket customers with problems regarding installation, setup, configuration, and functionality of various Db2 Tools and OpenSource products. • Troubleshoot reported symptoms to aid in the resolution process directly for the customer or to help guide the development team in providing permanent solutions. • Work as part of a Support team with frequent collaboration with our software development team. • Assess customer needs and set expectations. • Handle moderate to complex application guidance and level II customer support and resolution for assigned product list. • Responsible for handling a high volume of administrative cases. • Verify accuracy of business impact statement as provided by the customer. • Perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem.

🎯 Requirements

• 3-5 years with a blend of mid-level mainframe system knowledge • Low to mid-level debugging capabilities • Strong client-facing communication skills • Fluent in diagnosing and resolving complex software issues within critical, enterprise-level IBM Z environments • Mid-level understanding of IBM Z systems, Db2 specifically including jobs (JES), data sets, and Unix System Services (USS). • A bachelor’s degree in computer science, Engineering, or a related field (or equivalent professional experience). • Certification(s) and/or experience in lieu of a degree will be considered. • Advanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients

🏖️ 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