Technical Support Engineer

Technical Support Engineer

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

Job Description Summary:

The Technical Support Engineer provides support to Rocket Software customers by addressing complex questions and issues related to the installation, setup, configuration, and functionality of Rocket products. This role involves diagnosing and troubleshooting reported problems to drive effective resolution, either directly with the customer or in collaboration with development teams to enable long-term solutions. The Engineer works collaboratively within a team environment while maintaining the ability to operate independently with minimal supervision.

Technical Support Engineer

The Technical Support Engineer provides advanced technical assistance to Rocket Software customers, addressing complex issues related to installation, setup, configuration, and functionality of Rocket products. This role is responsible for diagnosing and troubleshooting technical problems, delivering timely resolutions, and collaborating with development teams to drive long-term solutions.

The engineer operates as part of a collaborative support team while demonstrating the ability to work independently with minimal supervision.

Key Responsibilities

• Deliver expert-level technical support for Rocket Software products across customer environments

• Troubleshoot and analyze reported issues, identifying root causes and implementing effective solutions

• Guide customers through problem resolution, ensuring a high level of satisfaction

• Collaborate with engineering and development teams to escalate defects and contribute to permanent fixes

• Document troubleshooting processes, solutions, and best practices for internal and customer knowledge sharing

• Participate in continuous improvement of support processes and tools

Qualifications

• 0–2 years of experience in technical support, IT, or a related field

• Exposure to Open Systems / Distributed Platforms (Linux, UNIX, Windows)

• Basic familiarity with mainframe environments is a plus

• Strong problem-solving, analytical, and troubleshooting skills

• Effective communication skills, both written and verbal

• Ability to work independently and as part of a team in a fast-paced environment

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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.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

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!

Experience Level

Mid Level