Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Urbanización El Vedado, San Juan, US. This role provides world‑class assistance for the installation, configuration, and troubleshooting of Rocket Software products.

Key Responsibilities

• Deliver high‑quality technical support to Rocket’s customers and partners via phone, email, and ticketing systems.
• Diagnose, reproduce, and resolve complex software issues related to installation, setup, and functionality.
• Collaborate with product development and QA teams to identify bugs and suggest enhancements.
• Create and maintain detailed documentation, knowledge‑base articles, and step‑by‑step troubleshooting guides.
• Participate in on‑call rotation and provide after‑hours assistance as needed.
• Assist in training junior support staff and share best practices.

Qualifications

• 2+ years of experience in technical support or IT operations, preferably with enterprise software.
• Strong knowledge of Windows/Linux operating systems, networking concepts, and SQL databases.
• Excellent problem‑solving skills and ability to communicate technical information to non‑technical users.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Customer‑focused attitude with strong interpersonal skills.

Compensation & Benefits

Salary: $91,311.27 annually (exact). Competitive benefits package including health, dental, vision, 401(k) match, and professional development opportunities.

How to Apply

Submit your resume and a brief cover letter outlining your relevant experience through the WeHired.Agency portal.

Frequently Asked Questions

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

They troubleshoot installation, configuration, and functionality issues for Rocket Software products, assist customers, and collaborate with product teams.

What qualifications are required for this position?

At least 2 years of technical support experience, strong Windows/Linux and networking knowledge, and a degree or equivalent in a related field.

What is the salary for this role?

The position offers a fixed annual salary of $91,311.27 along with a comprehensive benefits package.