Technical Support Engineer II

Rocket Companies • Bentonville, AR

1d • $57,500 - $77,625 • Remote

About The Position

The Technical Support Engineer II will provide technical assistance to Rocket customers with problems regarding the installation, setup, configuration, and functionality of various Db2 Tools and OpenSource 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 work as part of a Support team with frequent collaboration with our software development team.

Requirements

• 3-5 years with a blend of mid-level mainframe system knowledge, low to mid-level debugging capabilities, and strong client-facing communication skills.
• Fluent in diagnosing and resolving complex software issues within critical, enterprise-level IBM Z environments
• Mid-level understanding of IBM Z systems, Db2 specifically including jobs (JES), data sets, and Unix System Services (USS).
• A bachelor’s degree in computer science, Engineering, or a related field (or equivalent professional experience).
• Certification(s) and/or experience in lieu of a degree will be considered.
• Advanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients

Responsibilities

• Able to assess customer needs and set expectations
• Handle moderate to complex application guidance and level II customer support and resolution for assigned product list
• Responsible for handling a high volume of administrative cases
• Verify accuracy of business impact statement as provided by the customer
• Perform, with some direction, problem verification by confirming a customer’s environment, error messages, and symptoms of a problem
• Able to troubleshoot common problems
• Use testing tools for troubleshooting
• Research moderate cases using knowledge bases, documentation etc.
• Gather information to develop reproducible cases
• Prepare, recommend and implement solutions
• 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
• Act as the go-to Technical Support Engineer for Technical Support Technicians
• Assist other support technicians as different levels

Benefits

• Unlimited Vacation Time
• paid holidays
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level