Senior Technical Support Engineer

Rocket Software is a company that believes in the value of its work and is seeking a Senior Technical Support Engineer to deliver advanced technical support within the z/Security Business Unit. The role involves diagnosing and troubleshooting complex technical issues, providing guidance to customers, and contributing expertise to problem scenarios in a collaborative environment.

Responsibilities:

• Able to assess customer needs and set expectations
• Provide moderate application guidance and level II customer support and resolution for assigned product list
• Verify accuracy of business impact statements as provided by the customer
• Perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem
• Able to troubleshoot common problems
• Use testing tools for troubleshooting
• Research moderate to complex cases using knowledgebases, documentation etc
• Gather and analyze information to develop reproducible cases
• Prepare, recommend and implement solutions
• Mastery of creating case tracking details for use by team members for similar/future problem resolution
• Assist other Support Engineers at different levels
• Accountable for team and individual results
• Participate in internal projects and other work as directed
• Self-directed learning to expand expertise of IBM/Rocket Software products
• Contributes to training content, as necessary
• Act as a point of escalation in the preparation, recommendation, and implementation of solutions for junior technical support team members
• Available for some after hours, weekend and holiday work

Requirements:

• Experience Level: 5 to 10+ years in a mainframe systems programming or advanced technical support role
• Academic Background: A bachelor's degree in computer science, Engineering, or a related field (or equivalent professional experience)
• Advanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients
• Strong understanding of S-TAP data monitoring mechanisms, including traffic interception via SMF exits, DB2/IMS/CICS interfaces, and UNIX System Services (USS)
• Experience analyzing and optimizing the CPU and memory footprint of S-TAP agents running on high-volume production LPARs
• Proven ability to configure and maintain integration between z/OS agents and the Guardium Collector appliance, including TLS/SSL certificate management
• Knowledge of integrating multiple authentication factors, including RSA SecurID, RADIUS, PIV/CAC smart cards, and OIDC-compliant identity providers
• Understanding MFA readiness for z/OS applications such as TSO/E, CICS, and IMS, with the ability to troubleshoot PassTicket and JWT (JSON Web Token)-related issues
• Hands-on experience configuring PAGENT, AT-TLS, and required started tasks to support the MFA services environment