Associate Technical Support Engineer

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

Job Description Summary:

Essential Duties & Responsibilities

provide technical support on Rockets CORBA products (Orbix VisiBroker OpenFusion JacORB and TAO)

test software hotfixes/updates for customers

work closely with Rocket Product Development in identifying defects

work closely with Sales to provide technical assistance in customer meetings and on technical enquiries from customers

experience with CORBA and similar client/server integration architectures

experience with multiple OS/platforms (Windows Linux AIX HPUX Solaris Mainframe)

experience with cloud container and virtual environments (AWS Azure Docker)

familiarity with protocols such as TCP/IP IIOP SOAP REST and with troubleshooting connectivity/performance issues between clients and servers using network analysis tools (Wireshark tcpdumps)

proficiency in programming languages C Java COBOL

experience with security concepts (SSL/TLS)

ability to provide oncall outside business hours

Able to assess customer needs and set expectations

Handle moderate to complex application guidance and level II customer support and resolution for assigned product list

Responsible for handling a high volume of administrative cases

Verify accuracy of business impact statement as provided by the customer

Perform with limited direction problem verification by confirming customers environment error messages and symptoms of a problem

Able to troubleshoot common problems

Use testing tools for troubleshooting

Research moderate cases using knowledge bases documentation etc.

Gather 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

Accountable for team and individual results

Participate in internal projects and other work as directed

Selfdirected learning to expand expertise of Rocket Software products

Contributes to training content as necessary

Act as the goto Technical Support Engineer for Technical Support Technicians

Assist other Support Engineers at different levels

Write collateral at an appropriate level

Contributes to training

Experience & Qualifications:

2 years of technical engineering support

Preferred technical computer knowledge

Bachelor of Science Degree preferred

Available for some after hours weekend and/or holiday work

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 casebycase basis.

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