Technical Support Engineer

The Technical Support Engineer assists Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software 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 team with minimal direction.

Primary Responsibilities:

• Interact directly with various internal departments to facilitate customer request and trouble shoot product problems in a professional manner.
• Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.
• Track and document inbound support requests and ensure proper notation of customer requests or issues.
• Maintain knowledge about assigned products and company services available.
• Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.
• Contributing to the Knowledge Base via Creating and Editing the Customer issues.
• Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.
• Participate in the evaluation of new releases of products and report on performance, functionality and issues to R&D.

General Qualifications:

• bachelors Degree in a technology field or an equivalent combination of education and relevant IT experience.
• Desire to step into a support role to investigate and resolve incidents based on Rockets products.
• Excellent oral, written and interpersonal communications skills.
• English language experience in spoken and writing is a prerequisite.
• Proven organizational and time management skills.
• Demonstrated experience adapting to change and managing priorities.
• Strong customer service skills in interacting with both internal and external customers.

Additional Qualifications:

• Mainframe knowledge: z/OS
• Experience working with 1 or more z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
• Operating system knowledge: Windows, Unix, Linux.
• Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
• Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS.

Desired Skills

• Knowledge of Spark, Python, Java, Rexx
• Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
• Knowledge/experience with ODBC/JDBC.
• Knowledge/experience of DB2 utilities and DB2 stored procedures.
• Knowledge/experience of DB2 LUW.
• Knowledge/experience with Visual Studio .NET.
• Knowledge/experience in z/OS Cobol or Natural.
• Knowledge/experience in Microsoft SQL Server or Oracle
• Knowledge/experience working with RACF, ACF2 or Top Secret.
• Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
• Knowledge of Network topology.
• Knowledge/experience with the following is a plus: Rocket Data Virtualization, Rocket Data (Shadow) z/Direct, z/Services or z/Events (Streams)