Technical Support Engineer II

Technical Support Engineer II – Rocket Software – Frankfort, Franklin County, US

Join Rocket Software as a Technical Support Engineer II, delivering world‑class assistance to customers and partners in Frankfort. This role focuses on installation, configuration, and troubleshooting of Rocket’s software solutions.

Key Responsibilities

• Provide expert technical support for Rocket Software products via phone, email, and remote sessions.
• Diagnose, reproduce, and resolve complex installation and configuration issues.
• Collaborate with development and product teams to escalate and track bugs.
• Document solutions and create knowledge‑base articles for internal and customer use.
• Assist in on‑site installations and upgrades when required.
• Contribute to continuous improvement of support processes and customer satisfaction metrics.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2+ years of hands‑on technical support experience with enterprise software.
• Strong understanding of Windows, Linux, and database environments.
• Excellent problem‑solving, communication, and customer service skills.
• Ability to work in a fast‑paced, team‑oriented environment.
• Willingness to participate in on‑call rotation and occasional travel to client sites.

Compensation & Benefits

Salary: $101,975.02 annually (fixed). Comprehensive health, dental, vision plans, 401(k) match, paid time off, and professional development opportunities.

Frequently Asked Questions

What type of customers will I support as a Technical Support Engineer II?

You will assist Rocket Software’s enterprise customers and partners, helping them with installation, configuration, and functionality issues across various industries.

Is travel required for this position?

Yes, occasional travel to client sites may be required for on‑site installations, upgrades, or troubleshooting.

What are the typical working hours and on‑call expectations?

The role follows standard business hours with participation in a rotating on‑call schedule to provide after‑hours support when needed.