Senior Technical Support Engineer

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description Summary:

Essential Duties and Responsibilities:

• Able to assess customer needs and set expectations
• Provide moderate application guidance and level II customer support and resolution for assigned product list
• Verify accuracy of business impact statements as provided by the customer
• Perform problem verification by confirming a customers environment error messages and symptoms of a problem
• Able to troubleshoot common problems
• Use testing tools for troubleshooting
• Research moderate to complex cases using knowledgebases documentation etc.
• Gather and analyze 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
• Assist other Support Engineers at different levels
• Accountable for team and individual results
• Participate in internal projects and other work as directed
• Self-directed learning to expand expertise of IBM/Rocket Software products
• Contributes to training content as necessary
• Act as a point of escalation in the preparation recommendation and implementation of solutions for junior technical support team members
• Available for some after hours weekend and holiday work

Required Qualifications:

• Experience Level: 5 to 10 years in a mainframe systems programming or advanced technical support role.
• Academic Background: A bachelors degree in computer science Engineering or a related field (or equivalent professional experience).
• Advanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients

IBM Security Guardium STAP for z/OS

• Strong understanding of STAP data monitoring mechanisms including traffic interception via SMF exits DB2/IMS/CICS interfaces and UNIX System Services (USS).
• Experience analyzing and optimizing the CPU and memory footprint of STAP agents running on highvolume production LPARs.
• Proven ability to configure and maintain integration between z/OS agents and the Guardium Collector appliance including TLS/SSL certificate management.

IBM Z MultiFactor Authentication (MFA)

• Knowledge of integrating multiple authentication factors including RSA SecurID RADIUS PIV/CAC smart cards and OIDCcompliant identity providers.
• Understanding MFA readiness for z/OS applications such as TSO/E CICS and IMS with the ability to troubleshoot PassTicket and JWT (JSON Web Token)related issues.
• Handson experience configuring PAGENT ATTLS and required started tasks to support the MFA services environment.

At Rocket we are committed to an inclusive workplace environment where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity diversity and equity in our workforce.

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What Rocket Software can offer you in USA:

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

EOE M/F/Vet/Disability. 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: or send an email to We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace we include background and reference checks in our hiring process.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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