Associate Technical Support Engineer

Rocket Software; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Associate Technical Support Engineer who will play a critical role in assisting customers with installation, configuration, and troubleshooting of software products. This position involves collaborating closely with development and sales teams to ensure customer satisfaction and effective problem resolution. The ideal candidate will have a solid technical background, strong troubleshooting skills, and the ability to work independently. Join a dynamic team committed to innovation and customer success, and enjoy a fulfilling career with opportunities for growth and learning.

Qualifications

• 2+ years of technical engineering support experience required.
• Bachelor's degree preferred for this role.

Responsibilities

• Provide technical support for Rocket's CORBA products and troubleshoot customer issues.
• Collaborate with development teams to identify and resolve defects.

Skills

Technical Support

Troubleshooting

Customer Service

CORBA

C++

Java

COBOL

Network Analysis

Problem Verification

Self-directed Learning

Education

Bachelor of Science Degree

Tools

Wireshark

Docker

AWS

Azure

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

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.

Essential Duties & Responsibilities

1. Provide technical support on Rocket's CORBA products (Orbix, VisiBroker, OpenFusion JacORB and TAO)
2. Test software hotfixes/updates for customers
3. Work closely with Rocket Product Development in identifying defects
4. Work closely with Sales to provide technical assistance in customer meetings and on technical enquiries from customers
5. Experience with CORBA and similar client/server integration architectures
6. Experience with multiple OS/platforms (Windows, Linux, AIX, HP-UX, Solaris, Mainframe)
7. Experience with cloud, container, and virtual environments (AWS, Azure, Docker)
8. Familiarity with protocols such as TCP/IP, IIOP, SOAP, REST, and with troubleshooting connectivity/performance issues between clients and servers using network analysis tools (Wireshark, tcpdumps)
9. Proficiency in programming languages C++, Java, COBOL
10. Experience with security concepts (SSL/TLS)
11. Ability to provide on-call outside business hours
12. Able to assess customer needs and set expectations
13. Handle moderate to complex application guidance and level II customer support and resolution for assigned product list
14. Responsible for handling a high volume of administrative cases
15. Verify accuracy of business impact statement as provided by the customer
16. Perform, with limited direction, problem verification by confirming customer’s environment, error messages, and symptoms of a problem
17. Able to troubleshoot common problems
18. Use testing tools for troubleshooting
19. Research moderate cases using knowledge bases, documentation etc.
20. Gather information to develop reproducible cases
21. Prepare, recommend and implement solutions
22. Mastery of creating case tracking details for use by team members for similar/future problem resolution
23. Accountable for team and individual results
24. Participate in internal projects and other work as directed
25. Self-directed learning to expand expertise of Rocket Software products
26. Contributes to training content, as necessary
27. Act as the go-to Technical Support Engineer for Technical Support Technicians
28. Assist other Support Engineers at different levels
29. Write collateral at an appropriate level
30. Contributes to training

Experience & Qualifications:

1. 2+ years of technical engineering support
2. Preferred technical computer knowledge
3. Bachelor of Science Degree preferred
4. Available for some after hours, weekend and/or holiday work

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 [e-mail]. 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!