Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II to join its fast‑paced support team in Five Points, Wake County, US. The role provides world‑class assistance to customers on installation, configuration and troubleshooting of Rocket Software products.

Key Responsibilities

• Serve as a primary point of contact for customers via phone, email, and ticketing systems.
• Troubleshoot complex technical issues related to software installation, configuration, upgrades, and performance.
• Collaborate with product development and QA teams to reproduce bugs and verify fixes.
• Create and maintain clear, detailed documentation and knowledge‑base articles.
• Provide guidance on best practices, system architecture, and product usage to maximize customer success.
• Participate in on‑call rotation and support escalations as needed.
• Assist in training junior support staff and contribute to continuous improvement initiatives.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
• 2+ years of technical support experience with enterprise software, preferably in a SaaS or on‑premise environment.
• Strong knowledge of Windows, Linux, and database platforms (SQL Server, Oracle, PostgreSQL).
• Proficiency in scripting languages (PowerShell, Bash, Python) for automation and diagnostics.
• Excellent problem‑solving, communication, and customer‑service skills.
• Ability to work independently and as part of a collaborative, fast‑moving team.

Compensation & Benefits

Salary: $105,176.03 annually (fixed). Comprehensive health, dental and vision plans, 401(k) match, paid time off, tuition reimbursement, and professional development opportunities.

How to Apply

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

Frequently Asked Questions

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

They troubleshoot software installation, configuration, and performance issues, collaborate with product teams, and ensure customers receive expert guidance and support.

What qualifications are required for this position?

A bachelor’s degree or equivalent experience, 2+ years in enterprise software support, knowledge of Windows/Linux, databases, and scripting, plus strong communication skills.

What is the salary for this role?

The position offers a fixed annual salary of $105,176.03, along with standard benefits such as health insurance, 401(k) match, and paid time off.