Technical Support Engineer (IBM z/OS)

$81,496 - $101,870/Yr

Rocket Software - Santa Fe, NM

Full-time - Entry Level

Santa Fe, NM

11-50 employees

Publishing Industries

About the position

The Technical Support Engineer at Rocket Software plays a crucial role in assisting customers with complex inquiries related to the installation, setup, configuration, and functionality of Rocket Software products. This position involves troubleshooting issues, documenting customer requests, and collaborating with internal teams to ensure effective solutions are provided. The Engineer will also contribute to the Knowledge Base and participate in product evaluations, all while providing exceptional customer service.

Responsibilities

• Interact directly with various internal departments to facilitate customer requests and troubleshoot product problems in a professional manner.
• Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.
• Track and document inbound support requests and ensure proper notation of customer requests or issues.
• Maintain knowledge about assigned products and company services available.
• Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.
• Contribute to the Knowledge Base by creating and editing customer issues.
• Actively participate in the escalation process, fully documenting and aggressively pursuing solutions to critical issues.
• Participate in the evaluation of new releases of products and report on performance, functionality, and issues to R&D.

Requirements

• Bachelor's Degree in a technology field or an equivalent combination of education and relevant IT experience.
• Strong analytical and troubleshooting skills, specifically dealing with IBM z/OS.
• Operating system knowledge: Windows, and Unix/Linux.
• Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
• Strong customer service skills in interacting with both internal and external customers.
• Excellent oral, written, and interpersonal communications skills; English language experience in spoken and writing is a prerequisite.
• Proven organizational and time management skills.
• Demonstrated experience adapting to change and managing priorities.
• Committed to Rocket's core values of empathy, humanity, trust, and love.

Nice-to-haves

• Knowledge of Spark, Python, Java, Rexx
• Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
• Knowledge/experience with ODBC/JDBC.
• Knowledge/experience of DB2 utilities and DB2 stored procedures.
• Knowledge/experience of DB2 LUW.
• Knowledge/experience with Visual Studio .NET.
• Knowledge/experience in z/OS Cobol or Natural.
• Knowledge/experience in Microsoft SQL Server or Oracle.
• Knowledge/experience working with RACF, ACF2 or Top Secret.
• Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
• Knowledge of Network topology.
• Knowledge/experience with Rocket Data Virtualization, Rocket Data (Shadow) z/Direct, z/Services or z/Events (Streams).

Benefits

• Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
• Healthcare coverage options to fit you (and your family's) needs
• Retirement savings, with matching contributions by Rocket Software
• Life and disability coverage
• Leadership and skills training opportunities
• Two paid work days for off-site training