Rocket Software - Montpelier, VT
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 tools as necessary. They will research complex resolution cases using knowledge bases and documentation, developing reproducible cases when needed, and preparing, recommending, and implementing solutions. As a point of escalation, the Engineer will prepare, recommend, and implement solutions for junior team members, addressing and managing critical situation issues across several products. They will write collateral at an appropriate level, conduct case trend analysis, and master the creation of case tracking details for use by team members for similar future problem resolution. The Engineer will assist other Support Engineers at different levels and 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 also expected, along with regular contributions to training content and mentoring of other support engineers. Collaboration with Product Development Managers is essential, as the Engineer may serve as a designated point of contact or support coordinator for large customers, organizing team meetings to address consumer issues with product development and providing suggestions for product feature modifications. The role may also involve acting as a project lead on assigned projects and serving as an organizational team lead.