Mainframe Support Engineer

Rocket Software is a company where employees believe in their work, and they are seeking a Technical Support Engineer to assist customers with complex inquiries regarding their products. The role involves troubleshooting, documenting customer issues, and collaborating with internal teams to ensure customer satisfaction.

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
• Provide after-hours support to customers on a rotating basis utilizing the Customer Care After-Hour procedures
• Contributing to the Knowledge Base via Creating and Editing the Customer issues
• Actively participate in the escalation process fully documenting and aggressively pursuing solutions to critical issues
• Participate in the evaluation of new releases of products and report on performance, functionality and issues to R&D

Requirements:

• Bachelor's Degree in a technology field or an equivalent combination of education and relevant IT experience
• Desire to step into a support role to investigate and resolve incidents based on Rockets products
• Excellent oral, written and interpersonal communications skills
• English language experience in spoken and writing is a prerequisite
• Proven organizational and time management skills
• Demonstrated experience adapting to change and managing priorities
• Strong customer service skills in interacting with both internal and external customers
• Mainframe Experience : z/OS
• Experience working with 1 or more z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM
• Operating system knowledge: Windows, Unix, Linux
• Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions
• Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
• Knowledge of Spark, Python, Java, Rexx
• Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols
• Knowledge/experience with ODBC/JDBC
• Knowledge/experience of DB2 utilities and DB2 stored procedures
• Knowledge/experience of DB2 LUW
• Knowledge/experience with Visual Studio .NET
• Knowledge/experience in z/OS Cobol or Natural
• Knowledge/experience in Microsoft SQL Server or Oracle
• Knowledge/experience working with RACF, ACF2 or Top Secret
• Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris
• Knowledge of Network topology
• Knowledge/experience with the following is a plus: Rocket Data Virtualization, Rocket Data (Shadow) z/Direct, z/Services or z/Events (Streams)