Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Boise, Ada County, US. This role offers a competitive salary of $92,854.53 and involves delivering world‑class technical assistance for Rocket’s software products.

Key Responsibilities

• Provide tier‑2 technical support to customers and partners, troubleshooting installation, configuration, and functionality issues.
• Collaborate with product engineering and development teams to resolve complex problems and relay product feedback.
• Document support cases, create knowledge‑base articles, and contribute to continuous improvement of support processes.
• Assist in on‑site and remote deployments, upgrades, and system integrations as needed.
• Participate in after‑hours on‑call rotation to ensure 24/7 coverage for critical incidents.

Required Qualifications

• 2+ years of experience in technical support or a related IT role.
• Strong knowledge of Windows/Linux operating systems and networking fundamentals.
• Proficiency with databases, scripting (PowerShell, Bash) and troubleshooting tools.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non‑technical users.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience preferred.

Preferred Skills

• Experience with Rocket Software products or similar enterprise software solutions.
• Familiarity with virtualization, cloud platforms, and container technologies.
• Customer‑focused mindset with a proven track record of delivering high‑quality support.

Benefits & Compensation

• Base salary: $92,854.53 annually
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off, holidays, and flexible work arrangements
• Professional development and training opportunities

Frequently Asked Questions

What type of support does the Technical Support Engineer II provide?

The role delivers tier‑2 assistance, handling installation, configuration, troubleshooting, and performance issues for Rocket Software products.

Is there an on‑call requirement for this position?

Yes, the position includes participation in an on‑call rotation to ensure 24/7 coverage for critical customer incidents.

What qualifications are required for this role?

At least 2 years of technical support experience, strong Windows/Linux knowledge, scripting skills, and excellent communication abilities; a degree in CS or IT is preferred.