Technical Support Engineer II

Technical Support Engineer II – Rocket Software – Washington, D.C., US

Join Rocket Software as a Technical Support Engineer II in Washington, D.C., delivering world‑class assistance for our enterprise software portfolio. This full‑time role offers a competitive salary of $95,846.73.

Key Responsibilities

• Provide tier‑2 technical support to Rocket customers, troubleshooting installation, configuration, and performance issues.
• Diagnose and resolve complex problems across multiple Rocket products, escalating to development teams when needed.
• Document solutions in the knowledge base and create step‑by‑step guides for recurring issues.
• Collaborate with sales, product management, and engineering to ensure seamless product roll‑outs and updates.
• Participate in on‑call rotation, offering 24/7 coverage for critical incidents.
• Assist in training junior support staff and contribute to continuous‑improvement initiatives.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years of hands‑on technical support experience in a SaaS or enterprise software environment.
• Strong knowledge of Windows, Linux, and Unix operating systems; networking fundamentals and SQL databases.
• Excellent problem‑solving abilities and strong communication skills, both written and verbal.
• Experience with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
• Ability to work independently and as part of a fast‑paced, collaborative team.

Why Rocket Software?

Rocket Software is a global leader in enterprise data solutions, offering a supportive culture where innovation and teamwork thrive. Employees enjoy competitive compensation, professional development opportunities, and a flexible hybrid work model.

Frequently Asked Questions

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

You will troubleshoot installation, configuration, and performance issues for Rocket’s enterprise software, create knowledge‑base articles, and collaborate with product and engineering teams.

What qualifications are required for this role?

A bachelor’s degree or equivalent experience, 3+ years of technical support in SaaS/enterprise software, strong OS and networking knowledge, and excellent communication skills.

What is the salary for the Technical Support Engineer II position?

The role offers a fixed annual salary of $95,846.73.