It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
Essential Duties and Responsibilities:
- Able to 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, with some direction, problem verification by confirming a customer’s environment, error messages, and symptoms of a problem
- Able to troubleshoot common problems
- Use testing tools for troubleshooting
- Research moderate cases using knowledge bases, documentation etc.
- Gather information to develop reproducible cases
- Prepare, recommend and implement solutions
- Mastery of creating case tracking details for use by team members for similar/future problem resolution
- Accountable for team and individual results
- Participate in internal projects and other work as directed
- Self-directed learning to expand expertise of Rocket Software products
- Contributes to training content, as necessary
- Act as the go-to Technical Support Engineer for Technical Support Technicians
- Assist other support technicians as different levels
Required 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 environments
- Mid-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 clients
What Rocket Software can offer you in USA:
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
EOE M/F/Vet/Disability. Rocket Software Inc. is committed