Associate Technical Support Engineer (Remote)

Job Description Summary:

The Associate Technical Support Engineer assists Rocket customers with questions and problems regarding Rocket Software products’ installation, setup, configuration, and functionality. The Engineer will troubleshoot reported symptoms to aid in the resolution process directly for the customer or help guide the development team in providing permanent solutions. The Engineer will typically work as part of a team with limited direction

Essential Duties & Responsibilities

The Associate Technical Support Engineer (ATSE) will be part of a team of support engineers in a fast-paced support organization with the primary mission of providing world-class support to Rocket’s customers and partners. The person selected for this role will be expected to provide Level 2 customer support primarily for Rocket’s iCluster products. This person will provide telephone support to customers to resolve problems and develop creative solutions to unusual requests. Our customers have come to expect that the Technical Support Engineers can discuss and understand complex issues so Rocket Software does not use entry-level help desk agents for this position.

To enable the successful candidate to provide this world-class support he/she will learn the complex concepts behind the products to assist and guide the customers in developing their iCluster solutions following industry best practices using the Rocket iCluster products

Experience & Qualifications:

Excellent communication skills are a must!

Support is worldwide. English is our primary language, however, candidates capable of discussing complex technology concepts in other languages (such as Spanish, French, German, Italian, and especially Mandarin) would be considered with priority.

4+ years of technical engineering support

Advanced-level technical skills and an understanding of workflow processes are crucial to be successful in this position.

Must have excellent critical thinking skills and be able to grasp complex technical issues and straightforwardly explain those issues through verbal instructions or detailed emails with documented steps.

Need the ability to function in a shared desktop environment to guide customers to the solution.

A minimum of five years of IBM System i experience is required. You will need a thorough understanding of the IBM System i, including IBMi 7.3 and later, and development tools including SQL.

The ability to work alone and investigate resources to find solutions outside of the area of expertise.

Must be available for some after-hours, weekend, and holiday work

Knowledge of Journaling (local and remote ) is critical for this position

Ability to troubleshoot the following:

TCP/IP communications

DDM communication

CL programming

Security changes

IBM job scheduler

Job trace

Plus factors for consideration are:

Experience in Disaster Recovery

Experience with High Availability solutions

Experience with IBM Power HA

Experience in Business Continuity

Any certification on IBM iSeries

Bachelor of Science Degree preferred

Essential Duties & Responsibilities

• Able to assess customer needs and set expectations
• Verify the accuracy of the 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
• Able to troubleshoot and solve urgent, complex, and critical problems
• Routine use of testing tools for troubleshooting
• Research complex cases for resolution using knowledge bases, documentation, etc.
• Develop reproducible cases, when necessary
• Prepare, recommend, and implement solutions
• Write collateral at an appropriate level
• Mastery of creating case tracking details for use by team members for similar/future problem resolution
• Assist other Support Engineers at different levels
• Accountable for team and individual results
• Participate in internal projects and other work as directed
• Ongoing self-directed learning to expand the expertise of Rocket Software products

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!