Technical Support Engineer
Rocket Software
India, Bengaluru
10h ago

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.

Primary Responsibilities :

  • Interact directly with various internal departments to facilitate customer request and trouble shoot product problems in a professional manner.
  • Analyze and summarize customer issues to prepare appropriate solutions / clarifications to respond to customers.
  • Track and document inbound support requests and ensure proper notation of customer requests or issues.
  • Maintain knowledge about assigned products and company services available.
  • Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.
  • Contributing to the Knowledge Base via Creating and Editing the Customer issues.
  • Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.
  • Participate in the evaluation of new releases of products and report on performance, functionality and issues to R&D.
  • General Qualifications :

  • Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience.
  • 3-5 Year’s experience in the Customer Care business.
  • Desire to step into a support role to investigate and resolve incidents based on Rocket products.
  • Excellent oral, written and interpersonal communications skills.
  • English language experience in spoken and writing is a prerequisite.
  • Proven organizational and time management skills.
  • Demonstrated experience adapting to change and managing priorities.
  • Strong customer service skills in interacting with both internal and external customers.
  • Must Have Skills :

  • Background in some or all z / OS, CICS, DB2, IMS, MQ, VSE, TCP / IP, VTAM
  • Background with TMON or related performance management tools
  • Specifically with regards to z / OS, CICS, DB2 and IMS environments
  • Write and execute JCL
  • SMP / e knowledge
  • Good To Have Skills :

  • Background with REXX, Assembler, Cobol
  • Background with J2EE, zLinux, Unix
  • Background with installing products on Oracle DB, Sybase DB or SQL Server
  • Restful API knowledge
  • Capability to understand basic dump analysis
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