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Technical Support Engineer

Des Moines, Iowa
Job Type
3 Aug 2022
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 customers 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 of experience in technical support

Broad knowledge of computer technology

Bachelor of Science Degree preferred

Available for some after hours, weekend and holiday work

Knowledge of Windows and Unix OS platforms

Knowledge of Multi Value Databases such as Universe, Unidata, D3, jBase, OpenQM

Python knowledge a plus

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.

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

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  • Job Reference: 676649628-2
  • Date Posted: 3 August 2022
  • Recruiter: Rocket Software, Inc.
  • Location: Des Moines, Iowa
  • Salary: On Application
  • Sector: Engineering
  • Job Type: Permanent