Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Cedar, Cole County, US. Join a fast‑paced support team delivering world‑class assistance for Rocket’s software products.

Key Responsibilities

• Provide expert troubleshooting and resolution for customer issues related to installation, configuration, and functionality of Rocket Software solutions.
• Collaborate with development and product teams to reproduce bugs and communicate workarounds.
• Document support cases, create knowledge‑base articles, and contribute to continuous‑improvement initiatives.
• Assist customers via phone, email, and remote sessions, ensuring timely and professional service.
• Participate in on‑call rotation and escalation handling as needed.

Required Qualifications

• 2+ years of technical support or engineering experience in a software environment.
• Strong knowledge of Windows and Linux operating systems, networking fundamentals, and database concepts.
• Excellent problem‑solving skills with the ability to communicate complex technical information clearly.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Customer‑focused attitude and proven ability to work in a team‑oriented, high‑volume setting.

Preferred Skills

• Experience with Rocket Software products or similar enterprise applications.
• Scripting abilities (PowerShell, Bash, Python) for automation and diagnostics.
• ITIL or similar service‑management certification.

Compensation & Benefits

Annual salary: $100,168.15. Competitive benefits package includes health insurance, 401(k) match, paid time off, and professional development opportunities.

Frequently Asked Questions

What type of support does the Technical Support Engineer II provide?

The engineer assists customers with installation, configuration, troubleshooting, and functionality issues for Rocket Software products.

What qualifications are required for this position?

At least 2 years of technical support experience, strong Windows/Linux knowledge, problem‑solving skills, and a relevant bachelor’s degree or equivalent experience.

What is the salary for this role?

The position offers a fixed annual salary of $100,168.15.