Job Information
Rocket Software Associate Technical Support Engineer - Product Support in Pune, India
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
The Associate Technical Support Engineer assists Rocket customers with 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 typically work as part of a team with limited direction
Job Overview:
The Technical Support Engineer (TSE) will be part of a team of support engineers in a fast-paced support organization with the primary mission to provide world class support to Rocket’s customers and partners. The successful candidate will have a good understanding of (JDBC) Java Database Connectivity or (ODBC) Open Database Connectivity, IBM’s Linux/Unix/Windows (LUW) and IBM DB2 environment and concepts. He/ She will work with customers directly and take ownership of the problem record from receipt to closure. They should have excellent critical thinking skills – to understand, investigate/recreate the problem and explain the solution to the customer in a timely and concise manner. Our TSE’s should be able to work independently yet know when to leverage the lab to troubleshoot complex problems. The ability to setup test environments to recreate customer situations is a definite plus. They should provide feedback from the customer to the lab about the product to better it and participate in a continuous improvement process. They should have excellent verbal and written skills to aid in writing tech docs and knowledge base articles.
Responsibilities:
Scripting language experience – preferably Shell or Perl.
Knowledge of (ODBC) Open Database Connectivity or (JDBC) Java Database Connectivity.
Knowledge of Microsoft .NET framework environments.
Knowledge of cloud-based application deployments is a plus.
Troubleshooting skills at the application-level e.g: using debugger or log analysis.
Experience of Communicating with Customers.
RDBMS administration and skills.
Java or C/C++ and other language skills.
Understanding of Networking and Transmission Control Protocol/Internal Protocol (TCP/IP).
Exposure to Open Source technologies.
Any other spoken /written language skills other than English is a plus.
Assist other TSEs at various levels.
Accountable for team and individual results.
Participate in internal projects and other work as directed.
Self-directed learning to expand expertise of Rocket Software products.
Contributes to training content, as necessary.
Required Skills:
2-5 years’ experience as a Technical Support Engineer.
Excellent troubleshooting abilities.
Strong soft skills.
Ability to identify and complete tasks in a dynamic environment.
Ability to effectively work with customers to resolve problems.
Familiarity with electronic issue tracking systems.
Excellent written and verbal communications skills.
BS degree in Computer Science/Information Technology or equivalent experience.
Must have strong interpersonal skills with the ability to manage time sensitive customer related issue.
Desired Experience:
Knowledge of (ODBC) Open Database Connectivity or (JDBC) Java Database Connectivity.
Prior product support experience.
Troubleshooting skills at the application level.
Experience of Communicating with Customers.
Experience & Qualifications:
• 2+ years of technical engineering support.
• Preferred technical computer knowledge.
• Bachelor of Science Degree preferred.
• Available for some after hours, weekend and/or holiday work.
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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.
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!
Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.