Associate Technical Support Engineer

The Associate Technical Support Engineer assists Rocket customers with questions and problems regarding Rocket Software products installation, setup, configuration, and functionality. The Engineer will troubleshoot reported symptoms to aid in the resolution process directly for the customer or help guide the development team in providing permanent solutions. The Engineer will typically work as part of a team with limited direction

Experience & Qualifications:

• Excellent communication skills are a must!
• Support is worldwide. English is our primary language, however, candidates capable of discussing complex technology concepts in other languages (such as Spanish, French, German, Italian, and especially Mandarin) would be considered with priority.
• 4+ years of technical engineering support
• Advanced-level technical skills and an understanding of workflow processes are crucial to be successful in this position.
• Must have excellent critical thinking skills and be able to grasp complex technical issues and straightforwardly explain those issues through verbal instructions or detailed emails with documented steps.
• Need the ability to function in a shared desktop environment to guide customers to the solution.
• A minimum of five years of IBM System i experience is required. You will need a thorough understanding of the IBM System i, including IBMi 7.3 and later, and development tools including SQL.
• The ability to work alone and investigate resources to find solutions outside of the area of expertise.
• Must be available for some after-hours, weekend, and holiday work