Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Topeka, Shawnee County, US. This role provides world‑class assistance for the installation, configuration, and troubleshooting of Rocket Software products.

Key Responsibilities

• Deliver timely, high‑quality support to customers via phone, email, and ticketing systems.
• Diagnose and resolve complex technical issues related to software installation, configuration, and functionality.
• Collaborate with product development and QA teams to reproduce bugs and suggest enhancements.
• Document solutions and create knowledge‑base articles for internal and external use.
• Participate in on‑call rotation and provide after‑hours support as needed.
• Assist with product demonstrations, onboarding, and training for new customers.
• Maintain accurate records of customer interactions and issue resolution metrics.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of technical support experience in a software environment.
• Strong knowledge of Windows and Linux operating systems, networking concepts, and database technologies.
• Excellent problem‑solving, communication, and customer‑service skills.
• Ability to work independently and as part of a fast‑paced support team.

Compensation & Benefits

Annual salary: $95,915.41. Rocket Software offers a comprehensive benefits package including health insurance, 401(k) match, paid time off, and professional development opportunities.

Frequently Asked Questions

What type of customers will I support in this role?

You will assist Rocket Software’s enterprise and mid‑market customers who use our data management, integration, and analytics products.

Is on‑call work required for the Technical Support Engineer II?

Yes, the position participates in a rotating on‑call schedule to provide after‑hours support for critical issues.

What growth opportunities are available?

Rocket Software encourages career development through internal training, certifications, and pathways to senior support or product engineering roles.