Rocket Software - Providence, RI
posted 4 months ago
The Senior Technical Support Engineer at Rocket Software plays a crucial role in providing technical direction and leadership in the support, development, and enhancement of Rocket products. This position involves troubleshooting reported symptoms to aid in the resolution process, either directly for the customer or by guiding the development team in providing permanent solutions. The Engineer will act as the technical subject matter expert on multiple products, ensuring that customer needs are met effectively and efficiently. In this role, the Senior Technical Support Engineer will assess customer needs and set expectations, verifying the accuracy of business impact statements provided by customers. They will independently perform problem verification by confirming the customer's environment, error messages, and symptoms of a problem. The Engineer will be responsible for troubleshooting and resolving urgent and complex problems, utilizing testing tools and defining and recommending new ones as necessary. Researching complex resolution cases using knowledge bases and documentation will be a routine part of the job, as will developing reproducible cases when needed. The Engineer will prepare, recommend, and implement solutions, serving as a point of escalation for junior team members. They will address and manage critical situation issues across several products, write collateral at an appropriate level, and conduct case trend analysis. Mastery of creating case tracking details for use by team members for similar or future problem resolution is essential. The Senior Technical Support Engineer will also assist other Support Engineers at different levels, participate in internal projects, and contribute to training content, including training other support engineers. Collaboration with Product Development Managers is key, as the Engineer may serve as a designated point of contact or support coordinator for large customers. They may organize team meetings to address consumer issues with product development and provide suggestions for product feature modifications. Mentoring other support engineers and acting as project lead on assigned projects will also be part of their responsibilities. Ongoing self-directed learning to expand expertise in Rocket Software products is expected, ensuring that the Engineer remains at the forefront of technical support and product knowledge.