Technical Support Specialist

5 days ago

Pune, Maharashtra, India Rocket Software Full time

Job Description

Summary:

The Associate Technical Support Engineer assists Rocket customers with questions and problems regarding Rocket Software products' installation, setup, configuration, and functionality. The Engineer will troubleshoot reported symptoms to aid in the resolution process directly for the customer or help guide the development team in providing permanent solutions. The Engineer will typically work as part of a team with limited direction

Responsibilities

The Associate Technical Support Engineer (ATSE) will be part of a team of support engineers in a fast-paced support organization with the primary mission of providing world-class support to Rocket's customers and partners. The person selected for this role will be expected to provide Level 2 customer support primarily for Rocket's iCluster products. This person will provide telephone support to customers to resolve problems and develop creative solutions to unusual requests. Our customers have come to expect that the Technical Support Engineers can discuss and understand complex issues so Rocket Software does not use entry-level help desk agents for this position.

Key Requirements

Excellent communication skills are a must

The support team is worldwide. English is our primary language, however, candidates capable of discussing complex technology concepts in other languages such as Spanish, French, German, Italian, and especially Mandarin would be considered with priority. The ideal candidate will have 4+ years of technical engineering support and advanced-level technical skills and an understanding of workflow processes. The person should be able to grasp complex technical issues and explain those issues through verbal instructions or detailed emails with documented steps. A minimum of five years of IBM System i experience is required. You will need a thorough understanding of the IBM System i, including IBMi 7.3 and later, and development tools including SQL. The ability to work alone and investigate resources to find solutions outside of the area of expertise is also crucial. The candidate should be available for some after-hours, weekend, and holiday work. Knowledge of Journaling (local and remote ) is critical for this position. The ability to troubleshoot the following: TCP/IP communications, DDM communication, CL programming, Security changes, IBM job scheduler, Job trace. Experience in Disaster Recovery, Experience with High Availability solutions, Experience with IBM Power HA, Experience in Business Continuity, Any certification on IBM iSeries, Bachelor of Science Degree preferred. The Associate Technical Support Engineer should be able to assess customer needs and set expectations, verify the accuracy of the business impact statement as provided by the customer, independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem, troubleshoot and solve urgent, complex, and critical problems, routine use of testing tools for troubleshooting, research complex cases for resolution using knowledge bases, documentation, etc., develop reproducible cases, when necessary, prepare, recommend, and implement solutions, write collateral at an appropriate level, mastery of creating case tracking details for use by team members for similar/future problem resolution, assist other Support Engineers at different levels, accountable for team and individual results, participate in internal projects and other work as directed, and ongoing self-directed learning to expand the expertise of Rocket Software products. The candidate should be able to work in a team environment and communicate effectively with customers and colleagues. The successful candidate will have a strong technical background and excellent problem-solving skills. The candidate should have a strong understanding of the technical aspects of the job and be able to communicate complex technical information to customers and colleagues.

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