Technical Support Engineer II

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical support to Rocket clients facing challenges with the installation, setup, configuration, and functionality of various Db2 Tools and OpenSource products.

• Diagnose reported issues to facilitate the resolution process, either directly for the customer or by assisting the development team in offering lasting solutions.

• Collaborate as part of a Support team, frequently working alongside our software development team.

• Evaluate customer requirements and manage expectations accordingly.

• Provide moderate to complex application guidance and level II customer support for the designated list of products.

• Responsible for managing a significant volume of administrative cases.

• Confirm the accuracy of the business impact statement provided by the customer.

• Execute problem verification by validating the customer’s environment, error messages, and symptoms related to the issue.

⛳️ Requirements

• 3-5 years of experience with a combination of mid-level mainframe system knowledge.

• Low to mid-level debugging skills.

• Excellent client-facing communication abilities.

• Proficient in diagnosing and resolving intricate software issues within critical, enterprise-level IBM Z environments.

• Intermediate understanding of IBM Z systems, specifically Db2, including jobs (JES), data sets, and Unix System Services (USS).

• A bachelor's degree in computer science, engineering, or a related field (or equivalent professional experience).

• Certifications and/or experience may be considered in place of a degree.

• Advanced English communication skills for interaction with global engineering teams and for articulating complex root-cause analyses to enterprise clients.

🏝️ Benefits

• Unlimited vacation time in addition to paid holidays and sick leave.

• Health and wellness coverage options available for Rocketeers and their dependents.

• Life and disability insurance coverage.

• Fidelity 401(k) and Roth retirement savings plans with matching contributions.

• Monthly student debt benefit program.

• Opportunities for tuition reimbursement and participation in a certificate reimbursement program.

• Access to leadership and skills training opportunities.