Principal Technical Support Engineer

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Job Description Summary:

The Principal Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions. The Engineer will act as the technical subject matter expert on multiple products.
This role requires highly skilled and professional engineer to provide technical support to our enterprise customers using our COBOL and Enterprise solutions. The engineer will acquire in-depth knowledge of our products and deliver the best advice to our customers' issues. The engineer must be a good team player, willing to learn and share knowledge. The engineer will work with Development and Product Management to address product defects and enhancement requests. The engineer will also work with Sales, PreSales and Professional Services to address any concerns and thus the facilitating closure of sales and services.

Overview:

Customers run their most critical applications, often modernized from mainframe environments, on Enterprise Server. These systems power essential business operations and must be available around the clock. Because of this, our customers rely on us for fast, expert, 24x7 support to keep their mission critical workloads running smoothly. When a Severity 1 issue occurs, they expect immediate and effective action to protect their business, and we are the team they trust to deliver it.

Key Responsibilities:

Customer Support & Issue Resolution

• Deliver advanced technical support across the Enterprise Server, Enterprise Developer, and Visual COBOL product families.
• Lead customer calls and troubleshooting sessions for production and Severity 1 issues.
• Validate the customer’s environment, error messages, and impact statements to accurately assess the issue.
• Independently reproduce, analyse, and resolve complex and urgent technical problems.
• Research solutions using internal documentation, knowledge bases, and diagnostic tools.
• Develop reproducible test cases and submit high‑quality defect reports to R&D when required.
• Recommend, prepare, and implement effective solutions to restore service.
• Act as an escalation point for critical incidents and guide customers through resolution.

Customer Engagement & Communication

• Set clear expectations with customers and ensure they understand the status and next steps.
• Serve as a designated technical contact for strategic customers when required.
• Lead customer escalation meetings with confidence and clarity.
• Provide clear, concise communication in both written and verbal form.

Collaboration & Knowledge Sharing

• Work closely with Product Development Managers and Engineering teams on product issues and enhancements.
• Contribute technical articles, troubleshooting guides, and other content to the Knowledge Repository.
• Regularly support and contribute to internal training initiatives.
• Mentor, coach, and support other Support Engineers across all levels.
• Organize and facilitate team sessions when cross‑functional support is needed.

Leadership & Continuous Improvement

• Lead internal or cross‑functional projects as assigned, occasionally acting as a team or project lead.
• Continuously expand your expertise across Rocket Software products through self‑directed learning.
• Support weekend on‑call rotations on an as‑needed basis.

Required Qualifications & Experience:

Technical Expertise

• Solid hands-on experience with programming languages such as COBOL, PL/I, C/C++ and Java
• Strong working knowledge of relational database technologies: DB2, SQL Server, MySQL, Oracle.
• Proficient with operating systems including Windows and UNIX/Linux.
• Experience with mainframe technologies such as CICS, JCL/JES, IMS.
• Understanding of security concepts for securing systems and network communication.
• Working knowledge of Message Queues, Web Services, and LDAP.
• Ability to diagnose and resolve network connectivity issues.

Professional Skills

• Excellent written and verbal communication skills with strong customer service instincts.
• Exceptional analytical and problem‑solving abilities, with the ability to identify root causes and define corrective actions.
• Strong presentation and stakeholder management skills.
• Able to remain calm and effective under pressure, particularly during customer outages or high‑impact scenarios.

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Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!