Technical Support Engineer II

Rocket Software is seeking a Technical Support Engineer II in Concord, Merrimack County, US. This role provides world‑class assistance to customers on installation, configuration, and troubleshooting of Rocket Software products, with a competitive salary of $139,077 per year.

Key Responsibilities

• Deliver high‑quality technical support to Rocket’s customers and partners via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex issues related to software installation, configuration, and functionality.
• Collaborate with product development and QA teams to reproduce bugs and drive fixes.
• Document solutions in the knowledge base and create clear, step‑by‑step guides for internal and external use.
• Participate in on‑call rotation and provide timely response to escalated tickets.
• Assist in training junior support staff and share best practices.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 2+ years of hands‑on technical support experience in a software‑focused environment.
• Strong knowledge of Windows, Linux, and database platforms (SQL Server, Oracle, PostgreSQL).
• Proficiency with networking concepts, TCP/IP, and security protocols.
• Excellent communication skills and a customer‑centric attitude.
• Ability to work independently and as part of a fast‑paced team.

Benefits

• Competitive salary of $139,077 annually.
• Comprehensive health, dental, and vision plans.
• 401(k) with company match.
• Professional development and certification reimbursement.
• Flexible work arrangements and generous paid time off.

Frequently Asked Questions

What does a Technical Support Engineer II do at Rocket Software?

They provide advanced troubleshooting, installation assistance, and configuration support for Rocket Software products, ensuring customer issues are resolved quickly and effectively.

What qualifications are required for this position?

A bachelor’s degree or equivalent experience, 2+ years of technical support experience, strong knowledge of Windows/Linux, databases, networking, and excellent communication skills.

What is the salary and benefits package?

The role offers a salary of $139,077 per year plus health, dental, vision, 401(k) match, professional development funds, and flexible work options.