Technical Support Engineer II

Technical Support Engineer II – Rocket Software – Talcott Village, Hartford County, US

Join Rocket Software as a Technical Support Engineer II, delivering world‑class assistance to customers on the installation, configuration, and operation of Rocket’s software solutions. This full‑time role offers a competitive salary of $101,676.60 and is based in Talcott Village, Hartford County.

Key Responsibilities

• Provide expert-level technical support to Rocket customers and partners via phone, email, and remote sessions.
• Troubleshoot installation, setup, configuration, and functionality issues across Rocket Software products.
• Document resolutions, create knowledge‑base articles, and contribute to continuous improvement of support processes.
• Collaborate with development, QA, and product teams to replicate and resolve complex problems.
• Assist in on‑site and remote training sessions for customers as needed.
• Maintain high customer satisfaction scores and meet defined service level agreements (SLAs).

Required Qualifications

• 2+ years of experience in technical support or a related engineering role.
• Strong understanding of Windows/Linux operating systems and networking concepts.
• Proficiency with SQL, scripting languages, and diagnostic tools.
• Excellent communication skills and the ability to explain technical concepts to non‑technical users.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Preferred Skills

• Experience with Rocket Software products or similar enterprise software.
• Knowledge of virtualization, cloud platforms, and containerization.
• Customer‑service orientation with a track record of resolving complex issues.

Compensation & Benefits

Salary: $101,676.60 annually. Rocket Software offers comprehensive health benefits, retirement plans, professional development opportunities, and a collaborative, innovative work environment.

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’s software products while maintaining high customer satisfaction.

What qualifications are needed for this position?

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

What is the salary for this role?

The position offers a fixed annual salary of $101,676.60.