Technical Support Engineer II

Job Summary

Rocket Software is seeking a Technical Support Engineer II in Nashville, Davidson County, US. This role provides world‑class assistance to customers on installation, configuration, and troubleshooting of Rocket Software products.

Key Responsibilities

• Respond to inbound support tickets and phone calls, delivering timely resolutions.
• Guide customers through product installation, setup, and configuration processes.
• Troubleshoot complex technical issues, reproducing bugs and working with development teams to provide fixes.
• Document solutions and create knowledge‑base articles to improve team efficiency.
• Collaborate with sales and product teams to relay customer feedback and feature requests.
• Participate in on‑call rotation and after‑hours support as needed.

Required Skills & Qualifications

• 2+ years of technical support or IT troubleshooting experience, preferably in enterprise software.
• Strong knowledge of Windows/Linux operating systems, networking fundamentals, and database concepts.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non‑technical users.
• Proficiency with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.
• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.

What We Offer

• Competitive salary of $97,425.58 annually.
• Comprehensive health, dental, and vision benefits.
• Professional development and certification support.
• Collaborative, innovative culture where ideas are valued.

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, helping them install, configure, and troubleshoot our software solutions.

Is on‑call support required for this position?

Yes, the role includes participation in an on‑call rotation to provide after‑hours assistance when needed.

What technical skills are most important for success in this role?

Strong knowledge of Windows/Linux OS, networking, databases, and experience with ticketing and remote support tools are essential.