Associate Technical Support Engineer

at Rocket Software, Inc. in Bentonville, Arkansas, United States

Job Description

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

Job Description Summary:

Technical Support Engineer (TSE) will be part of a team of support engineers as part of a fast-paced support organization with the primary mission to provide world-class support to Rocket’s customers and partners. The person selected for this role will be expected to provide Level 2 customer support primarily for Rocket’s iCluster product. This person will provide telephone support to customers to resolve problems and develop creative solutions to unusual requests. Our customers have come to expect that the Level 2 Technical Support Engineer can discuss and understand complex issues so Rocket Software does not use entry-level help desk agents for this position.

To enable the successful candidate to provide this world-class support he/she will learn the complex concepts behind the products in order to assist and guide the customers in developing their iCluster solutions following industry best practices using the Rocket iCluster products.


Exceptional communication skills. Support is world-wide.

+ English is our primary language, however, candidates capable of discussing complex technology concepts in other languages (for example Spanish, French, German, Italian, and Mandarin) would be very helpful.

Senior-level technical skills and an understanding of workflow processes are crucial to be successful in this position.

+ Must have excellent critical thinking skills and have the ability to grasp complex technical issues and explain those issues in a straightforward manner through verbal instructions or detailed emails with documented steps.

+ Need the ability to function in a shared desktop environment to guide customers to the solution.

A minimum of five years of IBM System i experience is required. You will need a thorough understanding of the IBM System i, including i7/OS and development tools including SQL.

The ability to work independently as well as a part of a team, and investigate resources to find solutions outside of the area of expertise.

Ability to troubleshoot the following:

+ Tcp/ip communications

+ DDM communication

+ Journaling – local and remote

+ CL programming

+ Security changes

+ IBM job scheduler

+ Job trace

Plus factors for consideration are:

+ Programming experience is preferred in order to ensure a good understanding of the development process, although the job does not involve programming activity.

+ Experience in Disaster Recovery

+ Experience with High Availability solutions

+ Experience with IBM Power HA

+ Experience in Business Continuity

+ Any certification on IBM iSeries

Must be available for flexible hours, some after-hours, weekend and/or holiday work.

Preferred technical computer knowledge

Bachelor of Science Degree preferred

2-4 Years of experience in technical engineering support

We offer an ethical, intellectually challenging, remote, or business casual office environment with competitive compensation, benefits, and a 401(k) employer-matching plan. Rocket Software Inc. is an Equal Opportunity Employer.

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 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!

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Job Posting: JC178127396

Posted On: Feb 19, 2021

Updated On: Jun 23, 2022