Technical Support Engineer II

Rocket Software is hiring a Technical Support Engineer II in Grandview Heights, Franklin County, US. The role offers a competitive salary of $116,307.28 and focuses on delivering world‑class support for Rocket’s software portfolio.

Key Responsibilities

• Provide tier‑2 technical assistance to customers and partners on installation, configuration, and functionality of Rocket Software products.
• Troubleshoot complex technical issues, reproduce problems, and work with development teams to deliver timely resolutions.
• Document solutions, create knowledge‑base articles, and contribute to internal best‑practice guides.
• Participate in on‑call rotation and respond to high‑priority incidents.
• Collaborate with sales, product management, and engineering to communicate customer feedback and product enhancements.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
• 2+ years of experience in enterprise software support or a similar technical support role.
• Strong knowledge of Windows/Linux operating systems, networking fundamentals, and database concepts.
• Excellent problem‑solving skills with the ability to analyze logs, trace files, and system configurations.
• Effective written and verbal communication skills; ability to convey technical information to non‑technical audiences.

Preferred Skills

• Experience with Rocket Software products or other enterprise data management solutions.
• Familiarity with scripting languages (PowerShell, Bash, Python) for automation of support tasks.
• ITIL or other IT service management certification.

Compensation & Benefits

Annual salary: $116,307.28. Comprehensive health, dental, and vision plans, 401(k) matching, paid time off, and professional development opportunities.

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 the company’s software solutions.

Is on‑call support required for this role?

Yes, the position includes participation in an on‑call rotation to address high‑priority incidents outside regular business hours.

What experience is needed to qualify for this job?

At least two years of enterprise software support experience, strong knowledge of Windows/Linux systems, networking, and excellent problem‑solving and communication skills.