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Job Description Summary:
The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket 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 permeant solutions. The Engineer will act as the technical subject matter expert on multiple products.
Job Overview:
The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket 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 permeant solutions. The Engineer will act as the technical subject matter expert on multiple products.
Essential Duties and Responsibilities:
- Able to assess customer needs and set expectations
- Verify accuracy of 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 resolve urgent/complex problems
- Routine use of testing tools; may define and recommend testing tools
- Research complex for resolution cases using knowledge bases, documentation etc.
- Develop reproducible cases, when necessary
- Prepare, recommend and implement solutions
- Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members
- Address and manage critical situation issues as an escalation expert across several products
- Write collateral at an appropriate level
- Research case trend analysis
- 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 both team and individual results
- Participate in internal projects and other work as directed
- Ongoing self-directed learning to expand expertise of Rocket Software products
- Regularly contribute to training content
- Train other support engineers
- Collaborate with Product Development Managers
- May serve as designated point of contact or support coordinator for large customer
- May organize team meetings to address consumer issues with product development
- Provide suggested product feature modification
- Act as a consultant with cross lab development
- Mentor other support engineers
- Act as project lead on assigned projects; may act as organizational team lead
Qualifications:
- 8+ years of experience in technical support role
- Advanced knowledge of computer technology
- Available for some after hours, weekend and holiday work
- Strong problem-solving skills
- Strong communication skills
Information Security:
Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
Diversity, Inclusion & Equity:
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.
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 [Confidential Information]. 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! 
