Dedicated Support Engineer (MFA)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Dedicated Support Engineer (DSE) is assigned to support one of Rocket Software's largest and most strategic customers with post-implementation product support, including multi factor authentication.

The Dedicated Support Engineer (DSE) is assigned to support one of Rocket Software's largest and most strategic customers with post-implementation product support. 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 solutions. The Engineer will act as the technical subject matter expert on multiple products.

Essential Duties and Responsibilities:

• Able to assess customer needs and set expectations 

• Independently perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem 

• Able to troubleshoot and resolve urgent/complex problems 

• Routine use of testing tools; may define and recommend testing tools 

• Develop reproducible cases, when necessary 

• Pro-actively identify issues by becoming familiar with customer's technical and business environment while providing recommendations for resolution to these issues.

• Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer.

• Ongoing self-directed learning to expand expertise of Rocket Software products 

Qualifications:

• 4+ years of experience in technical support role

• Experience with Rocket Software terminal emulation products such as: MSS, Host Access for the Cloud, Infoconnect

• Experience with Multi-factor Authentication technology

• Experience with Linux, and Windows operating systems.

• Available for some after hours, weekend and holiday work

• Strong problem-solving and communication skills

• Must be eligible for US Government Security clearance

• Committed to Rocket’s core values of empathy, humanity, trust and love

Information Security:

Information security is everyone’s responsibility.  A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

The base salary range for this role is $91,564.33 - $114,455.50 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

• Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
• Healthcare coverage options to fit you (and your family’s) needs
• Retirement savings, with matching contributions by Rocket Software
• Life and disability coverage
• Leadership and skills training opportunities
• Two paid work days for off-site training

EOE M/F/Vet/Disability. 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 [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

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