Technical Support Engineer II

It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description Summary:The Technical Support Engineer II will provide technical assistance to Rocket customers with problems regarding the installation, setup, configuration, and functionality of various Db2 Tools and OpenSource products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions. The Engineer will work as part of a Support team with frequent collaboration with our software development team.Essential Duties and Responsibilities:Able to assess customer needs and set expectationsHandle moderate to complex application guidance and level II customer support and resolution for assigned product listResponsible for handling a high volume of administrative casesVerify accuracy of business impact statement as provided by the customerPerform, with some direction, problem verification by confirming a customer’s environment, error messages, and symptoms of a problemAble to troubleshoot common problemsUse testing tools for troubleshootingResearch moderate cases using knowledge bases, documentation etc.Gather information to develop reproducible casesPrepare, recommend and implement solutionsMastery of creating case tracking details for use by team members for similar/future problem resolutionAccountable for team and individual resultsParticipate in internal projects and other work as directedSelf-directed learning to expand expertise of Rocket Software productsContributes to training content, as necessaryAct as the go-to Technical Support Engineer for Technical Support TechniciansAssist other support technicians as different levelsRequired Qualifications:Experience Level: 3-5 years with a blend of mid-level mainframe system knowledge, low to mid-level debugging capabilities, and strong client-facing communication skills.Fluent in diagnosing and resolving complex software issues within critical, enterprise-level IBM Z environmentsMid-level understanding of IBM Z systems, Db2 specifically including jobs (JES), data sets, and Unix System Services (USS).Academic Background: 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 clientsAnnual salary range for this position is between $57,500.00 - $77,625.00 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!