It’s fun to work in a company where people truly BELIEVE in what they’re doing! Job Description Summary: The Assistance 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. Primary Responsibilities:
Interact directly with customers to understand and trouble shoot product problems in a professional manner.
Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.
Track and document inbound support requests and ensure proper notation of customer requests or issues.
Maintain knowledge about assigned products and company services available.
Provide after-hour support to customers on a rotating basis utilizing the Customer Support after-hour procedures.
Perform, with limited direction, problem verification by confirming customer’s environment, error messages, and symptoms of a problem
Able to troubleshoot common problems, use testing tools for troubleshooting
Gather information to develop reproducible cases
Mastery of creating case tracking details for use by team members for similar/future problem resolution
Accountable for team and individual results
Participate in internal projects and other work as directed
Self-directed learning to expand expertise of Rocket Software products
Contributes to training content, as necessary
Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.
Participate in the evaluation of new releases of products and report on performance, functionality, and issues to R&D.
General Qualifications:
Desire to step into a support role to investigate and resolve incidents based on Rocket Software products
Excellent oral, written, and interpersonal communications skills.
English language experience in spoken and writing is a prerequisite.
Proven organizational and time management skills.
Demonstrated experience adapting to change and managing priorities.
Strong customer service skills in interacting with both internal and external customers.
Very organized and has demonstrated methodology in tackling technical questions.
Technical Qualifications:
2+ years of technical engineering support
Bachelor of Science Degree preferred.
Operating system knowledge: Windows, Unix, Linux
Working knowledge and experience with Domain Controllers, Active Directory, Group Policy, DNS, and File/Print Server, Event Logging.
Working knowledge of Single Sign On (SSO) and SAML
Experience with supporting and troubleshooting Web-Based Technologies
Experience administering Web Application Servers: Tomcat or Jboss
Some basic programming skills, especially around how applications authenticate and authorize access independently of the programming language used
Working knowledge of Java and experience configuring and deploying applications to Tomcat
Experience in REST API and should be familiar with Postman or any REST API testing tool
A Plus: Knowledge of Docker, Kubernetes, AWS 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. If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!
