Technical Support Engineer II

Technical Support Engineer II – Rocket Software – Glendale, Denver, US

Join Rocket Software as a Technical Support Engineer II in Glendale, Denver, delivering world‑class assistance for our enterprise software suite. This full‑time role offers a competitive salary of $110,782 per year.

Key Responsibilities

• Provide expert troubleshooting and guidance on installation, configuration, and functionality of Rocket Software products for customers and partners.
• Diagnose and resolve complex technical issues, reproducing problems in test environments when necessary.
• Document cases, solutions, and best practices in the knowledge base to improve team efficiency.
• Collaborate with development, product management, and QA teams to escalate and prioritize defects.
• Conduct remote and on‑site support sessions, including live demos and training webinars.
• Maintain high customer satisfaction scores by delivering timely, clear, and courteous communication.

Required Skills & Experience

• 2+ years of experience in technical support or a related IT role, preferably with enterprise software.
• Strong knowledge of Windows/Linux operating systems, networking fundamentals, and SQL databases.
• Proficiency in scripting languages (e.g., PowerShell, Bash) for automation and diagnostics.
• Excellent problem‑solving abilities and a methodical approach to root‑cause analysis.
• Effective written and verbal communication skills; ability to explain technical concepts to non‑technical audiences.
• Customer‑focused mindset with a passion for delivering high‑quality service.

Education & Certifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Relevant certifications such as ITIL, CompTIA Network+, or Microsoft Certified: Azure Fundamentals are a plus.

Benefits

• Competitive salary of $110,782 annually.
• Comprehensive health, dental, and vision plans.
• 401(k matching and financial wellness programs.
• Professional development and certification reimbursement.
• Flexible work arrangements and generous paid time off.

Frequently Asked Questions

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

They troubleshoot, configure, and support Rocket’s software products, assist customers remotely or on‑site, and collaborate with internal teams to resolve issues.

What experience is required for this position?

At least 2 years in technical support or IT, strong Windows/Linux and networking knowledge, and good communication skills.

What is the salary for this role?

The position offers a fixed annual salary of $110,782.