Principal Premium Support Engineer

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

Job Description Summary:

The Dedicated Support Engineer (DSE) is assigned to support one of Rocket Software's largest and most strategic customers with postimplementation product support.  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 solutions. The Engineer will act as the technical subject matter expert on multiple products.

Essential Duties and Responsibilities:

• Form strong business relationships with the customer at various levels throughout the organization.

• 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 for resolution cases using knowledge bases, documentation etc.

• Develop reproducible cases, when necessary

• Pro-actively identify issues by becoming familiar with customer's technical and business environment while providing recommendations for resolution to these issues.

• Prevent customer issues by reviewing their Rocket Software environment regularly, report and correct issues per customer requirements.

• Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer.

• Document and communicate work performed in provided systems and documents as requested.

• Participate in internal projects and other work as directed

• Ongoing self-directed learning to expand expertise of Rocket Software products

Qualifications:

• 4+ years of experience in technical support role

• Experience with Rocket Software terminal emulation products such as: MSS, Host Access for the Cloud, Infoconnect •  Experience with Multi-factor Authentication technology such as: Okta, NetIQ Advance Auth, Ping

• Experience with Linux, and Windows operating systems.

• Available for rare but occasional after hours or weekend work 

• This position requires the ability to obtain a US Dept of Treasury Minimum Background Investigation (MBI) clearance.

• Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers

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.

#LI-SD1

#LI-Remote

What Rocket Software can offer you in USA:

• Unlimited Vacation Time as well as paid holidays and sick time

• Health and Wellness coverage options for Rocketeers and dependents

• Life and disability coverage

• Fidelity 401(k) and Roth Retirement Savings with matching contributions

• Monthly student debt benefit program

• Tuition Reimbursement and Certificate Reimbursement Program opportunities

• Leadership and skills training opportunities

EOE M/F/Vet/Disability.  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 people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!