It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description Summary:The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products.
The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions.
The Engineer will act as the technical subject matter expert on multiple products.Essential Duties and Responsibilities:Able to assess customer needs and set expectationsVerify accuracy of business impact statement as provided by the customerIndependently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problemAble to troubleshoot and resolve urgent/complex problemsRoutine use of testing tools; may define and recommend testing toolsResearch complex resolution cases using knowledge bases, documentation etc.Develop reproducible cases, when necessaryPrepare, recommend and implement solutionsPoint of escalation in the preparation, recommendation, and implementation of solutions for junior team membersAddress and manage critical situation issues as an escalation expert across several productsWrite collateral at an appropriate levelResearch case trend analysisMastery of creating case tracking details for use by team members for similar/future problem resolutionAssist other Support Engineers at different levelsAccountable for both team and individual resultsParticipate in internal projects and other work as directedOngoing self-directed learning to expand expertise of Rocket Software productsRegularly contribute to training contentTrain other support engineersCollaborate with Product Development ManagersMay serve as designated point of contact or support coordinator for large customersMay organize team meetings to address consumer issues with product developmentProvide suggested product feature modificationAct as a consultant with cross lab developmentMentor other support engineersAct as project lead on assigned projects; may act as organizational team leadQualifications:8+ years of experience in technical support roleAdvanced knowledge of computer technologyAvailable for some after hours, weekend and holiday workStrong problem-solving skillsStrong communication skills
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