Rocket Software Support Specialist

Alithya•États-Unis,

1d•Remote

About The Position

As a Rocket Software Support Specialist, you'll help support and maintain Rocket Enterprise Server, Enterprise Developer, and Enterprise Analyzer products (formerly Micro Focus) running on AWS Mainframe Modernization (M2). You'll handle day-to-day product support, troubleshooting, and customer issue resolution alongside our infrastructure, application, and operations teams. You'll play a key role in ensuring the stability and ongoing support of these solutions within an established environment.

Requirements

4+ years of hands-on experience supporting Rocket (Micro Focus) Enterprise Server, Enterprise Developer, and Enterprise Analyzer;
Experience working Rocket support cases and communicating effectively with customers in writing;
Enterprise Server administration knowledge, including key server components and security features;
Strong troubleshooting skills, including reading CTF traces, dumps, console/system logs, MFSupportinfo, and problem reproduction;
Knowledge of database connectivity technologies and components, including PostgreSQL/Aurora, Db2 LUW/HCO, and SQL Server;
Working knowledge of COBOL/PL/I, JCL, CICS, and VSAM;
Understanding of AWS M2 environments, AWS services, and Windows/Linux administration, including PowerShell or Bash scripting.

Nice To Haves

Experience supporting Micro Focus or Rocket products;
Enterprise Developer build and compile troubleshooting skills using Eclipse or Visual Studio;
Knowledge of AutoPass licensing, as well as CloudFormation and infrastructure as code (IaC).

Responsibilities

Support, maintain, and troubleshoot Rocket Enterprise Server, Enterprise Developer, and Enterprise Analyzer on AWS M2 across production and non-production environments;
Administer Enterprise Server components, including regions, ESCWA/MFDS, CICS/JES/IMS emulation, batch/JCL, Fileshare/VSAM, and security (ESF/LDAP);
Diagnose and resolve customer issues by analyzing CTF traces, dumps, console and system logs, using MFSupportinfo, and reproducing reported issues;
Configure and troubleshoot database connectivity, including XA switch modules, PostgreSQL/Aurora, Db2 LUW/HCO, and SQL Server;
Partner with vendor support to work cases to resolution and document fixes and procedures with clear written customer communication.