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 Technical Support Engineer III delivers advanced technical support to Rocket customers within the z/Security Business Unit, resolving complex issues related to product installation, configuration, and functionality. This role requires strong Tier 3 support experience, including hands‑on exposure to IBM Guardium Data Security and Multi‑Factor Authentication solutions.Working with a high degree of autonomy, the engineer independently diagnoses and troubleshoots escalated issues, performs root‑cause analysis, and drives resolution in partnership with customers and internal Engineering teams. The Technical Support Engineer III serves as a senior technical resource within the team, contributing expertise to complex problem scenarios while operating with limited direction in a collaborative, fast‑paced environment.Essential Duties and Responsibilities:Able to assess customer needs and set expectationsProvide moderate application guidance and level II customer support and resolution for assigned product listVerify accuracy of business impact statements as provided by the customerPerform problem verification by confirming a customer’s environment, error messages, and symptoms of a problemAble to troubleshoot common problemsUse testing tools for troubleshootingResearch moderate to complex cases using knowledgebases, documentation etc.Gather and analyze information to develop reproducible casesPrepare, recommend and implement solutionsMastery of creating case tracking details for use by team members for similar/future problem resolutionAssist other Support Engineers at different levelsAccountable for team and individual resultsParticipate in internal projects and other work as directedSelf-directed learning to expand expertise of IBM/Rocket Software productsContributes to training content, as necessaryAct as a point of escalation in the preparation, recommendation, and implementation of solutions for junior technical support team membersAvailable for some after hours, weekend and holiday workRequired Qualifications:Experience Level: 5 to 10+ years in a mainframe systems programming or advanced technical support role.Academic Background: 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 clientsIBM Security Guardium S‑TAP for z/OSStrong 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.IBM Z Multi‑Factor Authentication (MFA)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.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.Annual salary range for this position is between $89,000.00 - $120,150.00 gross before taxes.What Rocket Software can offer you in USA:Unlimited Vacation Time as well as paid holidays and sick timeHealth and Wellness coverage options for Rocketeers and dependentsLife and disability coverageFidelity 401(k) and Roth Retirement Savings with matching contributionsMonthly student debt benefit programTuition Reimbursement and Certificate Reimbursement Program opportunitiesLeadership and skills training opportunitiesEOE 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.As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.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!