Job Information
Rocket Software Technical Support Engineer in Pune, India
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
The Technical Support Engineer assists Rocket customers with complex 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 work as part of a team with minimal direction.
Primary Responsibilities:
Interact directly with various internal departments to facilitate customer request 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-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures.
Contributing to the Knowledge Base via Creating and Editing the Customer issues.
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:
Bachelor’s Degree in a technology field or an equivalent combination of education and relevant IT experience.
Desire to step into a support role to investigate and resolve incidents based on Rockets 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.
Additional Qualifications:
Mainframe knowledge: z/OS
Experience working with 1 or more z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
Operating system knowledge: Windows, Unix, Linux.
Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS.
Desired Skills
Knowledge of Spark, Python, Java, Rexx
Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
Knowledge/experience with ODBC/JDBC.
Knowledge/experience of DB2 utilities and DB2 stored procedures.
Knowledge/experience of DB2 LUW.
Knowledge/experience with Visual Studio .NET.
Knowledge/experience in z/OS Cobol or Natural.
Knowledge/experience in Microsoft SQL Server or Oracle
Knowledge/experience working with RACF, ACF2 or Top Secret.
Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
Knowledge of Network topology.
Knowledge/experience with the following is a plus: Rocket Data Virtualization, Rocket Data (Shadow) z/Direct, z/Services or z/Events (Streams).
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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 people@rocketsoftware.com. 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.