Senior Technical Support Engineer

$91,564 - $114,456/Yr

Rocket Software - Augusta, ME

Full-time - Mid Level

Augusta, ME

Publishing Industries

About the position

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 individual who is not only technically proficient but also possesses strong problem-solving skills to troubleshoot reported symptoms effectively. The Engineer will engage directly with customers to resolve issues or guide the development team in creating permanent solutions. As a technical subject matter expert on multiple products, the Engineer will be responsible for ensuring that customer needs are met and expectations are set accurately. In this role, the Senior Technical Support Engineer will independently verify problems by confirming the customer's environment, error messages, and symptoms. They will be tasked with troubleshooting and resolving urgent and complex problems, utilizing various testing tools and methodologies. The Engineer will also be responsible for researching complex resolution cases using knowledge bases and documentation, developing reproducible cases when necessary, and preparing, recommending, and implementing solutions. The position requires the Engineer to act as a point of escalation for junior team members, managing critical situation issues across several products. They will be accountable for both team and individual results, contributing to case trend analysis, and creating detailed case tracking information for future reference. Additionally, the Engineer will participate in internal projects, engage in ongoing self-directed learning to expand their expertise, and contribute to training content for other support engineers. Collaboration with Product Development Managers is also a key aspect of this role, as is the potential to serve as a designated point of contact for large customers.

Responsibilities

• Assess customer needs and set expectations.
• Verify accuracy of business impact statements provided by customers.
• Independently perform problem verification by confirming customer environments, error messages, and symptoms of problems.
• Troubleshoot and resolve urgent and complex problems.
• Utilize testing tools and may define and recommend testing tools.
• Research complex resolution cases using knowledge bases and documentation.
• Develop reproducible cases when necessary.
• Prepare, recommend, and implement solutions.
• Act as a point of escalation for junior team members in the preparation, recommendation, and implementation of solutions.
• Manage critical situation issues as an escalation expert across several products.
• Write collateral at an appropriate level.
• Conduct case trend analysis.
• Create case tracking details for team members for future problem resolution.
• Assist other Support Engineers at different levels.
• Accountable for both team and individual results.
• Participate in internal projects and other work as directed.
• Engage in ongoing self-directed learning to expand expertise of Rocket Software products.
• Regularly contribute to training content and train other support engineers.
• Collaborate with Product Development Managers.
• May serve as designated point of contact or support coordinator for large customers.
• May organize team meetings to address consumer issues with products.

Requirements

• Proven experience in technical support or a related field.
• Strong troubleshooting skills and the ability to resolve complex technical issues.
• Excellent communication skills, both verbal and written.
• Experience with testing tools and methodologies.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Experience in training or mentoring junior team members.

Nice-to-haves

• Familiarity with Rocket Software products.
• Experience in a customer-facing role.
• Knowledge of case tracking systems and documentation practices.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid holidays and vacation time.
• Professional development opportunities.
• Flexible scheduling options.