Principal Premium Support Engineer

4+ years of experience in technical support role
Experience with Rocket Software terminal emulation products such as: MSS, Host Access for the Cloud, Infoconnect
Experience with Multi-factor Authentication technology such as: Okta, NetIQ Advance Auth, Ping
Experience with Linux, and Windows operating systems
Available for rare but occasional after hours or weekend work
This position requires the ability to obtain a US Dept of Treasury Minimum Background Investigation (MBI) clearance
Absolute and complete alignment with and consistent practice of our core values of Empathy, Humanity, Trust and Love to both our customers and other Rocketeers

Form strong business relationships with the customer at various levels throughout the organization
Able to assess customer needs and set expectations
Verify accuracy of business impact statement as provided by the customer
Independently perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem
Able to troubleshoot and resolve urgent/complex problems
Routine use of testing tools; may define and recommend testing tools
Research complex for resolution cases using knowledge bases, documentation etc.
Develop reproducible cases, when necessary
Pro-actively identify issues by becoming familiar with customer’s technical and business environment while providing recommendations for resolution to these issues
Prevent customer issues by reviewing their Rocket Software environment regularly, report and correct issues per customer requirements
Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer
Document and communicate work performed in provided systems and documents as requested
Participate in internal projects and other work as directed
Ongoing self-directed learning to expand expertise of Rocket Software products

No preferred qualifications provided.