Mainframe Support Engineer

Job Description

Summary:The Technical Support Engineer assists Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software 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 permanent solutions. The Engineer will work as part of a team with minimal direction.

Primary Responsibilities:

Interact directly with various internal departments to facilitate customer request and trouble shoot product problems in a professional manner.

Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.

Track and document inbound support requests and ensure proper notation of customer requests or issues.

Maintain knowledge about assigned products and company services available.