Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Wyoming, Kent 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 and partners via phone, email, and remote sessions.
• Diagnose and resolve complex technical issues related to Rocket software installations and configurations.
• Collaborate with development and product teams to reproduce bugs and drive resolutions.
• Create and maintain detailed case documentation, knowledge‑base articles, and internal process guides.
• Provide guidance on best practices, performance tuning, and product upgrades.
• Participate in on‑call rotation and after‑hours support as needed.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
• 2+ years of experience in technical support or systems engineering, preferably with enterprise software.
• Strong knowledge of Windows and Linux operating systems, networking protocols, and database concepts.
• Excellent problem‑solving skills and ability to communicate technical information to non‑technical audiences.
• Proficiency with remote support tools, ticketing systems, and scripting languages (e.g., PowerShell, Bash).

Preferred Skills

• Experience with Rocket Software products or similar enterprise data management tools.
• Certifications such as ITIL, Microsoft, or Linux.
• Customer‑focused mindset with a passion for continuous learning.

Compensation

Salary: $118,625.79 annually.

Frequently Asked Questions

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

They troubleshoot, configure, and support Rocket’s software products for customers, handling complex issues and collaborating with product teams.

What qualifications are required for this position?

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

Is there an on‑call requirement?

Yes, the role includes participation in an on‑call rotation to provide after‑hours support when needed.