Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Trenton, Mercer County, US. This role provides world‑class assistance for installation, configuration, and troubleshooting of Rocket Software products.

Key Responsibilities

• Deliver high‑quality, timely support to Rocket customers and partners via phone, email, and ticketing systems.
• Diagnose, reproduce, and resolve complex technical issues related to product installation, setup, and functionality.
• Collaborate with development, QA, and product teams to escalate and track bugs or feature requests.
• Create and maintain detailed knowledge‑base articles, troubleshooting guides, and documentation.
• Participate in on‑call rotation and provide after‑hours support as needed.
• Assist in product testing, beta programs, and customer onboarding activities.

Qualifications & Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• 2+ years of technical support experience in a SaaS or enterprise software environment.
• Strong knowledge of Windows/Linux operating systems, networking concepts, and database technologies.
• Excellent problem‑solving skills and ability to communicate complex technical information clearly.
• Proficiency with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
• Customer‑focused mindset with strong interpersonal and teamwork abilities.

Compensation & Benefits

Salary: $99,166.23 per year. Rocket Software offers competitive health, dental, vision plans, 401(k) matching, 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 who use our data management, integration, and analytics products.

Is on‑call support required for this position?

Yes, the role participates in a rotating on‑call schedule to provide after‑hours assistance when needed.

What growth opportunities are available?

Rocket Software encourages career development through internal training, certifications, and pathways to senior engineering or product specialist roles.