Technical Support Engineer II

Technical Support Engineer II – Rocket Software

Join Rocket Software in Cammack Village, Pulaski County, US as a Technical Support Engineer II and deliver world‑class assistance for our enterprise software suite. This full‑time role offers a competitive salary of $141,323.73.

Key Responsibilities

• Provide tier‑2 technical support to customers via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve installation, configuration, and performance issues for Rocket Software products.
• Collaborate with product development and QA teams to reproduce bugs and suggest enhancements.
• Create and maintain detailed knowledge‑base articles, step‑by‑step guides, and troubleshooting documentation.
• Participate in on‑call rotation and after‑hours support as needed.
• Conduct remote debugging sessions and, when required, assist field engineers on-site.
• Gather customer feedback and relay insights to improve product usability and support processes.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• 2+ years of experience in technical support or software engineering support roles.
• Strong knowledge of Windows, Linux, and Unix operating systems.
• Proficiency with databases (SQL, Oracle, DB2) and networking concepts.
• Excellent problem‑solving abilities and strong communication skills.
• Customer‑focused mindset with a passion for delivering high‑quality service.

What We Offer

• Competitive salary of $141,323.73 annually.
• Comprehensive health, dental, and vision benefits.
• Professional development and certification support.
• Collaborative, innovative work environment where ideas are valued.

Frequently Asked Questions

What type of support does the Technical Support Engineer II provide?

The role handles tier‑2 troubleshooting, covering installation, configuration, performance issues, and escalations for Rocket Software products.

What experience is required for this position?

At least 2 years of technical support or software support experience, plus strong knowledge of Windows, Linux/Unix, databases, and networking.

Is on‑call work part of the job?

Yes, the position participates in an on‑call rotation to provide after‑hours assistance to customers when needed.