Support Solutions Engineer

2 weeks ago

Bentonville, Arkansas, United States Rocket Software Full time
Job Overview:


At Rocket Software, we believe in the power of collaboration and innovation. We are seeking a dedicated Support Solutions Engineer to assist our clients with intricate inquiries and challenges related to the deployment, configuration, and operation of our software solutions.

The Support Solutions Engineer will diagnose reported issues to facilitate resolution, either directly for the client or by collaborating with our development team to implement lasting fixes. This role requires a proactive approach and the ability to work independently within a team framework.


Key Responsibilities:

  • Evaluate customer requirements and manage expectations effectively.
  • Confirm the accuracy of the business impact as described by the client.
  • Conduct independent verification of issues by assessing the client’s environment, error notifications, and problem symptoms.
  • Skillfully troubleshoot and resolve urgent, complex, and critical technical challenges.
  • Utilize diagnostic tools routinely for effective troubleshooting.
  • Investigate intricate cases for resolution using available knowledge bases and documentation.
  • Create reproducible cases when necessary for further analysis.
  • Propose, recommend, and implement effective solutions.
  • Serve as a point of escalation for junior team members in solution preparation and implementation.
  • Document case tracking details for team reference in future problem-solving.
  • Support and mentor other Support Engineers at various levels.
  • Be accountable for both team and individual performance outcomes.
  • Engage in internal projects and other assigned tasks.
  • Commit to ongoing self-directed learning to enhance expertise in Rocket Software products.
  • Contribute to the development of training materials.
  • Facilitate training sessions for fellow support engineers.
  • Collaborate closely with Product Development Managers.
  • Potentially lead projects as required.
  • Mentor junior support engineers and contribute to their training.

Qualifications:

  • Minimum of 5 years of experience in technical support.
  • Comprehensive knowledge of z/OS systems.
  • Bachelor’s degree in a relevant field is preferred.
  • Willingness to work during off-hours, weekends, and holidays as needed.

Essential Skills:

  • Proficiency with z/OS Db2 version 10 or higher.
  • Familiarity with IBM Db2 Administration Tool.
  • Strong experience in managing z/OS Db2 objects.
  • Competence with all Db2 utilities, including Image Copy, Reorg, Recovery, Run stats, Unload/Load, etc.

What We Offer:
At Rocket Software, we provide extensive benefits including generous paid time off, healthcare options tailored to your needs, retirement savings plans with matching contributions, and opportunities for professional development. We are committed to fostering a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We also ensure compliance with fair employment practices regarding citizenship and immigration status.

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