Rocket Software • Bentonville, AR 72712
Job #2683104644
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
The Technical Support Engineer assists Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software 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 permanent solutions. The Engineer will work as part of a team with minimal direction.
Essential Duties & Responsibilities
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 solve urgent, complex, and critical problems
Routine use of testing tools for troubleshooting
Research complex cases for resolution 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
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 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
Train other support engineers
Collaborate with Product Development Managers
May perform as lead on projects
Mentor other support engineers; contributes to training
Experience & Qualifications:
5+ years' experience z/OS Systems Programming.
OR +5 years' experience z/OS Networks.
Experience/knowledge of supporting Networks, Installs and Configurations.
Experience/knowledge of
CICS on z/OS Systems Programming.
Experience/knowledge of IMS on z/OS Systems Programming.
Experience/knowledge of Messaging on z/OS Systems Programming.
Experience/knowledge of XE for z/VM and Linux Systems Programming.
Experience/knowledge of JVM on z/OS Systems Programming.
Experience/knowledge of ITCAM AD/TT Systems Programming.
OMEGAMON Systems Programmer or Tester is a Plus.
Experience with SMP/E, REXX, z/OS, JCL, ISPF, TSO
The base salary range for this role is $74,799.00 - $93,499.00 /year. Exact compensation may vary based on skills, experience, and location.
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What Rocket Software can offer you in USA:
Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
Healthcare coverage options to fit you (and your family's) needs
Retirement savings, with matching contributions by Rocket Software
Life and disability coverage
Leadership and skills training opportunities
Two paid work days for off-site training
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: ~~~ or send an email to ~~~. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
#LI-Remote
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people-not just ones and zeroes. We're people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.
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