Senior Technical Support Engineer – Premium Support
| Company | Rocket Software |
|---|---|
| Location | Washington, USA, Pennsylvania, USA, Vermont, USA, Texas, USA, Florida, USA, Waterbury, CT, USA, Loveland, OH, USA, Virginia, USA, Colorado, USA, Oklahoma City, OK, USA, Wisconsin, USA, Massachusetts, USA, Ohio, USA |
| Salary | $88466.67 – $110583.33 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- At least 7+ years’ experience in relevant technologies and customer environments
- Technical skills to include at least 2 of the following: Micro Focus COBOL based products – Enterprise Developer, Visual COBOL, Enterprise Server, Server Express, Net Express; System level IBM mainframe experience of CICS, IMS or JCL; COBOL or PLI programming experience; Windows operating system OR UNIX operating systems
- Advanced troubleshooting skills based on application of experience, diagnostic analysis using traces, dumps and other tools and hypothesis formulation and testing
- Committed to Rocket’s core values of empathy, humanity, trust, and love.
Responsibilities
- Form strong business relationships with the customer at various levels throughout the organization.
- Able to troubleshoot and resolve urgent/complex problems to provide accurate and timely resolution to customer issues.
- Serve as customer advocate within Rocket Software by facilitating escalation of issues through appropriate internal organizations.
- Pro-actively identify issues by becoming familiar with customer’s technical and business environment while providing recommendations for resolution to these issues.
- Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer (upcoming patches, technical news, etc).
- Document and communicate work performed in provided systems and documents as requested.
- Achieve customer satisfaction per stated business metrics for all Services delivery (Support, Consulting and Training)
- Understand how to position the value of Rocket Software Services
- Discover opportunities at customer(s) and engage appropriate team members to develop the opportunity
- Maintain a high level of technical knowledge within a specified BU field
- Actively engage with the Global Services and Product BU teams
- Responsible for managing expected results and for developing self to meet the requirements of the position
- Focus on continuous improvement in own work and ensures improvement in processes to meet client needs.
- Collaborate with Product Development and develop reproducible cases, when necessary
- Ongoing self-directed learning to expand expertise of Rocket Software products
- Rare but occasional weekend coverage to support Rocket Software upgrades.
Preferred Qualifications
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No preferred qualifications provided.