Rocket Software
Rocket Software is a company that specializes in IT modernization and hybrid cloud solutions. They provide a variety of products and services aimed at optimizing mainframe and cloud integration, enhancing security and compliance, and improving IT skills and efficiency through automation and innovation. Rocket Software offers solutions for content services, hybrid cloud, IBM i, security, and efficiency, along with modernization of enterprise applications, data, and infrastructure. Their focus is on helping organizations seamlessly bridge critical business applications and data with AI-powered solutions for increased productivity and decision-making, while maintaining robust security and resilience.
Storage • Networks and Compliance • Application Modernization • Archive & Backup Management • Supply Chain Integration (EDI & Managed File Transfer)
Associate Technical Support Engineer
March 11
Rocket Software
Rocket Software is a company that specializes in IT modernization and hybrid cloud solutions. They provide a variety of products and services aimed at optimizing mainframe and cloud integration, enhancing security and compliance, and improving IT skills and efficiency through automation and innovation. Rocket Software offers solutions for content services, hybrid cloud, IBM i, security, and efficiency, along with modernization of enterprise applications, data, and infrastructure. Their focus is on helping organizations seamlessly bridge critical business applications and data with AI-powered solutions for increased productivity and decision-making, while maintaining robust security and resilience.
Storage • Networks and Compliance • Application Modernization • Archive & Backup Management • Supply Chain Integration (EDI & Managed File Transfer)
📋 Description
• assist Rocket customers with questions and problems regarding installation, setup, configuration, and functionality of Rocket Software products • troubleshoot reported symptoms to aid in resolution process either directly for customer or to help guide development team in providing permanent solutions • typically work as part of a team with limited direction • provide technical support on Rocket's CORBA products (Orbix, VisiBroker, OpenFusion JacORB and TAO) • test software hotfixes/updates for customers • work closely with Rocket Product Development in identifying defects • work closely with Sales to provide technical assistance in customer meetings and on technical enquiries from customers • experience with CORBA and similar client/server integration architectures • experience with multiple OS/platforms (Windows, Linux, AIX, HP-UX, Solaris, Mainframe) • experience with cloud, container, and virtual environments (AWS, Azure, Docker) • familiarity with protocols such as TCP/IP, IIOP, SOAP, REST, and with troubleshooting connectivity/performance issues between clients and servers using network analysis tools (Wireshark, tcpdumps) • proficiency in programming languages C++, Java, COBOL • experience with security concepts (SSL/TLS) • ability to provide on-call outside business hours • able to assess customer needs and set expectations • handle moderate to complex application guidance and level II customer support and resolution for assigned product list • responsible for handling a high volume of administrative cases • verify accuracy of business impact statement as provided by the customer • perform, with limited direction, problem verification by confirming customer’s environment, error messages, and symptoms of a problem • able to troubleshoot common problems • use testing tools for troubleshooting • research moderate cases using knowledge bases, documentation etc. • gather information to develop reproducible cases • prepare, recommend and implement solutions • mastery of creating case tracking details for use by team members for similar/future problem resolution • accountable for team and individual results • participate in internal projects and other work as directed • self-directed learning to expand expertise of Rocket Software products • contributes to training content, as necessary • act as the go-to Technical Support Engineer for Technical Support Technicians • assist other Support Engineers at different levels • write collateral at an appropriate level • contributes to training
🎯 Requirements
• 2+ years of technical engineering support • Preferred technical computer knowledge • Bachelor of Science Degree preferred • Available for some after hours, weekend and/or holiday work
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