Senior Technical Support Engineer page is loadedSenior Technical Support EngineerApply locations AUS Melbourne Office AMC Singapore, SGP time type Full time posted on Posted Today job requisition id R2024-5193It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description Summary:The Senior Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket 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 act as the technical subject matter expert on multiple products.Essential Duties and Responsibilities:Able to assess customer needs and set expectationsVerify accuracy of business impact statement as provided by the customerIndependently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problemAble to troubleshoot and resolve urgent/complex problemsRoutine use of testing tools; may define and recommend testing toolsResearch complex resolution cases using knowledge bases, documentation etc.Develop reproducible cases, when necessaryPrepare, recommend and implement solutionsPoint of escalation in the preparation, recommendation, and implementation of solutions for junior team membersAddress and manage critical situation issues as an escalation expert across several productsWrite collateral at an appropriate levelResearch case trend analysisMastery of creating case tracking details for use by team members for similar/future problem resolutionAssist other Support Engineers at different levelsAccountable for both team and individual resultsParticipate in internal projects and other work as directedOngoing self-directed learning to expand expertise of Rocket Software productsRegularly contribute to training contentTrain other support engineersCollaborate with Product Development ManagersMay serve as designated point of contact or support coordinator for large customerMay organize team meetings to address consumer issues with product developmentProvide suggested product feature modificationAct as a consultant with cross lab developmentMentor other support engineersAct as project lead on assigned projects; may act as organizational team leadQualifications:8+ years of experience in technical support roleAdvanced knowledge of computer technologyAvailable for some after hours, weekend and holiday workStrong problem-solving skillsStrong communication skillsInformation Security:Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.Diversity, Inclusion & Equity: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.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 ******. 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!About UsThousands 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.
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