Rocket Software is the global technology leader and partner of choice empowering the world's leading businesses on their modernization journeys, spanning core systems to the cloud. Trusted by over 12,500 customers, 750 partners, and more than 3,000 employees around the world, Rocket Software empowers companies to maximize their data, applications, and infrastructure to deliver critical services that power our modern world. Rocket Software is a privately held U.S. corporation headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia, and Australia. Rocket Software is a portfolio company of Bain Capital Private Equity.

Rocket Software

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

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.

Job Overview: 

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.

Essential Duties and Responsibilities:

Able to assess customer needs and set expectations Verify accuracy of business impact statement as provided by the customer Address and manage critical situation issues as an escalation expert across several customersCollaborate with Product Development Managers May serve as designated point of contact or support coordinator for large customer May organize team meetings to address consumer issues with product development Provide suggested product feature modification Act as project lead on assigned projects; may act as organizational team lead 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 Research complex for resolution cases using knowledge bases, documentation etc. Develop reproducible cases, when necessary Prepare, recommend and implement solutions Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members Write collateral at an appropriate level Research case trend analysis Mastery of creating case tracking details for use by team members for similar/future problem resolution Assist other Support Engineers at different levels Accountable for both team and individual results Participate in internal projects and other work as directed Ongoing self-directed learning to expand expertise of Rocket Software products Regularly contribute to training content 

Qualifications: 

8+ years of experience in technical support and/or customer facing roleAdvanced knowledge of computer technology Available for some after hours, weekend and holiday work Strong problem-solving skillsStrong communication skills

Information Security:

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

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.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!



Remote Senior Technical Support Engineer Job in Newbury, UK Rocket Software

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