Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Mongmong, Mongmong‑Toto‑Maite, US. The role provides world‑class assistance to customers on installation, configuration, and troubleshooting of Rocket Software products.

Key Responsibilities

• Deliver timely, high‑quality technical support via phone, email, and ticketing systems.
• Diagnose and resolve complex issues related to software installation, setup, and functionality.
• Collaborate with product development and engineering teams to reproduce bugs and suggest enhancements.
• Create and maintain detailed documentation, knowledge‑base articles, and step‑by‑step guides.
• Participate in on‑call rotation and provide after‑hours support as needed.
• Assist in onboarding new customers and conduct product training sessions.
• Monitor support metrics and contribute to continuous improvement initiatives.

Required Qualifications

• 2+ years of experience in technical support or a related IT role.
• Strong understanding of software installation, configuration, and networking concepts.
• Proficiency with Windows and Linux operating systems.
• Excellent problem‑solving skills and the ability to communicate technical information clearly.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience preferred.
• Customer‑focused mindset with strong interpersonal skills.

Preferred Skills

• Experience with Rocket Software products or similar enterprise software.
• Familiarity with scripting languages (PowerShell, Bash) for automation.
• Knowledge of database systems and SQL.
• ITIL or other service‑management certifications.

Compensation & Benefits

Salary: $105,735 annually.

Rocket Software offers a competitive benefits package, including health insurance, 401(k) matching, paid time off, and professional development opportunities.

Frequently Asked Questions

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

They provide expert assistance to customers on installing, configuring, and troubleshooting Rocket Software products, while maintaining documentation and collaborating with development teams.

What qualifications are required for this position?

At least 2 years of technical support experience, strong knowledge of Windows/Linux systems, problem‑solving abilities, and a degree in a related field are required.

Is there an on‑call requirement for this role?

Yes, the position includes participation in an on‑call rotation to ensure customers receive support outside regular business hours.