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　　Job Description Summary:

　　The Assistance Technical Support Engineer assists Rocket customers with questions and problems regarding the installation, setup, configuration and functionality of Rocket Software 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 typically work as part of a team with limited direction.

　　Primary Responsibilities:

　　Interact directly with customers to understand and trouble shoot product problems in a professional manner.

　　Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.

　　Track and document inbound support requests and ensure proper notation of customer requests or issues.

　　Maintain knowledge about assigned products and company services available.

　　Provide after-hour support to customers on a rotating basis utilizing the Customer Support after-hour procedures.

　　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

　　Gather information to develop reproducible cases

　　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

　　Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues.

　　Participate in the evaluation of new releases of products and report on performance, functionality, and issues to R&D.

　　General Qualifications:

　　Desire to step into a support role to investigate and resolve incidents based on Rocket Software products

　　Excellent oral, written, and interpersonal communications skills.

　　English language experience in spoken and writing is a prerequisite.

　　Proven organizational and time management skills.

　　Demonstrated experience adapting to change and managing priorities.

　　Strong customer service skills in interacting with both internal and external customers.

　　Very organized and has demonstrated methodology in tackling technical questions.

　　Technical Qualifications:

　　2+ years of technical engineering support

　　Bachelor of Science Degree preferred.

　　Operating system knowledge: Windows, Unix, Linux

　　Working knowledge and experience with Domain Controllers, Active Directory, Group Policy, DNS, and File/Print Server, Event Logging.

　　Working knowledge of Single Sign On (SSO) and SAML

　　Experience with supporting and troubleshooting Web-Based Technologies

　　Experience administering Web Application Servers: Tomcat or Jboss

　　Some basic programming skills, especially around how applications authenticate and authorize access independently of the programming language used

　　Working knowledge of Java and experience configuring and deploying applications to Tomcat

　　Experience in REST API and should be familiar withPostman or any REST API testing tool

　　A Plus :

　　Knowledge of Docker, Kubernetes, AWS

　　.

　　Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

　　Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

　　If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

　　Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.