Technical Support Engineer

The Technical Support Engineer provides support to Rocket Software customers by addressing complex questions and issues related to the installation, setup, configuration, and functionality of Rocket products. This role involves diagnosing and troubleshooting reported problems to drive effective resolution, either directly with the customer or in collaboration with development teams to enable long-term solutions. The Engineer works collaboratively within a team environment while maintaining the ability to operate independently with minimal supervision., The Technical Support Engineer provides advanced technical assistance to Rocket Software customers, addressing complex issues related to installation, setup, configuration, and functionality of Rocket products. This role is responsible for diagnosing and troubleshooting technical problems, delivering timely resolutions, and collaborating with development teams to drive long-term solutions., * Deliver expert-level technical support for Rocket Software products across customer environments

• Troubleshoot and analyze reported issues, identifying root causes and implementing effective solutions
• Guide customers through problem resolution, ensuring a high level of satisfaction
• Collaborate with engineering and development teams to escalate defects and contribute to permanent fixes
• Document troubleshooting processes, solutions, and best practices for internal and customer knowledge sharing
• Participate in continuous improvement of support processes and tools

Do you have experience in Customer communication?, * 0-2 years of experience in technical support, IT, or a related field

• Exposure to Open Systems / Distributed Platforms (Linux, UNIX, Windows)
• Basic familiarity with mainframe environments is a plus
• Strong problem-solving, analytical, and troubleshooting skills
• Effective communication skills, both written and verbal
• Ability to work independently and as part of a team in a fast-paced environment