Rocket Software - Carson City, NV
posted 4 months ago
The Senior Technical Support Engineer at Rocket Software plays a pivotal role in providing technical direction and leadership in the support, development, and enhancement of Rocket products. This position is designed for an experienced professional who will troubleshoot reported symptoms to aid in the resolution process, either directly for the customer or by guiding the development team in providing permanent solutions. As a technical subject matter expert on multiple products, the Engineer will be responsible for assessing customer needs, verifying the accuracy of business impact statements, and independently performing problem verification by confirming a customer's environment, error messages, and symptoms of a problem. In this role, the Engineer will be expected to troubleshoot and resolve urgent and complex problems, routinely using testing tools and potentially defining and recommending new ones. The Engineer will research complex resolution cases using knowledge bases and documentation, develop reproducible cases when necessary, and prepare, recommend, and implement solutions. They will also serve as a point of escalation for junior team members, addressing and managing critical situation issues across several products. Writing collateral at an appropriate level and conducting case trend analysis will be part of their responsibilities, along with mastering the creation of case tracking details for future problem resolution. The Senior Technical Support Engineer will assist other Support Engineers at different levels and will be accountable for both team and individual results. Participation in internal projects and ongoing self-directed learning to expand expertise in Rocket Software products is expected. Regular contributions to training content and training other support engineers will also be part of the role. Collaboration with Product Development Managers, serving as a designated point of contact for large customers, and organizing team meetings to address consumer issues with product development are additional responsibilities. The Engineer will provide suggestions for product feature modifications and act as a consultant with cross-lab development, mentoring other support engineers and potentially acting as project lead on assigned projects.