JOB DESCRIPTION SUMMARY:

The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket 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 permeant solutions. The Engineer will act as the technical subject matter expert on multiple products. We are hiring Senior Engineers with deep knowledge of Enterprise Developer (formerly part of the Micro Focus portfolio) and COBOL programming.

Essential Duties and 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).
• Achieve customer satisfaction per stated business metrics for all Services delivery (Support, Consulting and Training)
• Actively engage with the Global Services and Product BU teams; understand how to position the value of Rocket Software Services
• Discover opportunities at customer(s) and engage appropriate team members to develop the opportunity
• Responsible for managing expected results and for developing self to meet the requirements of the position
• Collaborate with Product Development and develop reproducible cases, when necessary
• provide rare but occasional weekend coverage to support Rocket Software upgrades

REQUIREMENTS:

• At least 5 to 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.

LEADERSHIP AND SKILLS TRAINING OPPORTUNITIES

EOE M/F/Vet/Disability. 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.
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.

• 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).
• Achieve customer satisfaction per stated business metrics for all Services delivery (Support, Consulting and Training)
• Actively engage with the Global Services and Product BU teams; understand how to position the value of Rocket Software Services
• Discover opportunities at customer(s) and engage appropriate team members to develop the opportunity
• Responsible for managing expected results and for developing self to meet the requirements of the position
• Collaborate with Product Development and develop reproducible cases, when necessary
• provide rare but occasional weekend coverage to support Rocket Software upgrade