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
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
Essential Duties & Responsibilities-
Able to assess customer needs and set expectations
Handle moderate to complex application guidance and level II customer support and resolution for assigned product list
Responsible for handling a high volume of administrative cases
Verify accuracy of business impact statement as provided by the customer
Perform, with limited direction, problem verification by confirming customer s environment, error messages, and symptoms of a problem
Able to troubleshoot common problems
Use testing tools for troubleshooting
Research moderate cases using knowledge bases, documentation etc.
Gather 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
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
Act as the go-to Technical Support Engineer for Technical Support Technicians
Assist other Support Engineers at different levels
Write collateral at an appropriate level
Contributes to training
Work Experience: 2 – 6 Years
Job Location: Pune, India
About Rocket Software
Rocket Software partners with the largest enterprises, in all industries, to solve their most complex IT challenges, across infrastructure, data, and applications ? with solutions that simplify, not disrupt their modernization journey. Trusted by over 10,000 customers, Rocket Software helps enterprises modernize in place with a hybrid cloud strategy, so they dont need to re-platform or build from the ground up. The company`s 2,600 global employees work with customers to accelerate and optimize their modernization journey while meeting evolving market needs. Rocket Software is a privately held U.S. corporation headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia and Australia. Rocket Software is a portfolio company of Bain Capital Private Equity.
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