Senior Technical Support Engineer zOS

Rocket Software Deutschland; Mannheim; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Senior Technical Support Engineer to provide expert technical direction and leadership in enhancing their innovative products. This role involves troubleshooting complex issues, guiding development teams, and mentoring junior engineers, all while contributing to a collaborative and inclusive workplace. If you thrive in a dynamic environment and are passionate about technology, this opportunity offers the chance to make a significant impact on product development and customer satisfaction.

Qualifikationen

• 8 years of experience in a technical support role.
• Strong knowledge of z/OS and mainframe technologies.
• Ability to troubleshoot complex problems independently.

Aufgaben

• Provide technical direction and leadership for product support.
• Troubleshoot reported symptoms and guide development teams.
• Mentor other support engineers and manage critical issues.

Kenntnisse

Technical Support

Problem-Solving

z/OS Operating System

JCL Procedures

COBOL

Assembler

REXX

TCP/IP

VSAM

Mainframe File Structures

Jobbeschreibung

Its fun to work in a company where people truly BELIEVE in what theyre doing!

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 permanent 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 permanent 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 cases for resolution 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 modifications
• 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
• Strong knowledge of z / OS operating system
• Experience with JCL procedures, IBM utilities, JES spool
• Experience with mainframe file structures: VSAM, sequential, PDS, PDSE
• Knowledge of COBOL, ASSEMBLER, REXX, CLIST, TCP/IP, SMPE
• Available for some after-hours, weekend, and holiday work
• Strong problem-solving 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 or send an email. 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 overachievers, you'll enjoy your career with us!

Required Experience :

Senior IC

Key Skills

• Employment Type : Full-Time
• Experience : years
• Vacancy : 1