Associate Technical Support Engineer

The Associate Technical Support Engineer assists Rocket customers with 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 typically work as part of a team with limited direction

• 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 the accuracy of the business impact statement as provided by the customer
• Perform, with limited direction, problem verification by confirming the 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
• Collaborate with engineering, product management, and QA teams to escalate and resolve complex issues.
• Document technical solutions, knowledge base articles, and FAQs for internal and external use.
• Accountable for team and individual results
• Participate in internal projects and other work as directed
• Self-directed learning to expand the 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 Engineers at different levels
• Write collateral at an appropriate level
• Contributes to training

• Hands-on experience with IBM z/OS, TSO/ISPF, SDSF, JES2/JES3
• Understanding of JCL and job execution monitoring
• Experience working with IBM mainframe storage management concepts

• Ability to analyze system logs, traces, and basic dumps
• Understanding of IPL procedures and system recovery techniques
• Strong analytical skills for troubleshooting customer issues

• Basic knowledge of DASD, Tape Management, HSM, DFSMShsm, DFSMSrmm, VTOC, ICF catalogs
• Understanding of dataset management, VSAM, and IDCAMS utilities

• Ability to communicate technical concepts clearly to customers
• Experience in handling customer escalations professionally
• Willingness to learn new products and actively engage in customer problem resolution

• Exposure to IPCSTM, GTF Traces, SLIP Traps, and system dumps analysis
• Familiarity with IBM OMEGAMON, RMF, or similar monitoring tools Scripting & Automation:
• Basic knowledge of REXX, CLIST, or JCL scripting
• Experience automating storage management processes

• Experience with DFSMS, DFSMShsm, DFSMSrmm, or Tape Management Systems (TMS)
• Exposure to Rocket Software s storage products or IBM equivalents Certifications (Will Be an Added Advantage):
• IBM Certified Specialist - z/OS, Storage Management, or System Programming
• Any Mainframe Administration or Storage Management certifications

Preferred Qualifications:

• Bachelor s or Master s degree in Computer Science, Information Technology, or a related field
• 2+ years of experience working in a mainframe support or operations role
• Familiarity with IBM DFSMS, DFSMShsm, or other storage management solutions is a plus
• IBM Certified Specialist - z/OS or Storage Administration (Preferred but not required)

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