Technical Support Engineer II

About the role

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

Job Description Summary:

The Technical Support Engineer II delivers advanced technical support to Rocket customers within the z/Security Business Unit, resolving complex issues related to product installation, configuration, and functionality. This role requires strong Tier 3 support experience, including hands on exposure to IBM Guardium Data Security and Multi Factor Authentication solutions.

Working with a high degree of autonomy, the engineer independently diagnoses and troubleshoots escalated issues, performs root cause analysis, and drives resolution in partnership with customers and internal Engineering teams. The Technical Support Engineer III serves as a senior technical resource within the team, contributing expertise to complex problem scenarios while operating with limited direction in a collaborative, fast paced environment.

Essential Duties and 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

Required Qualifications:

Experience Level: 2 - 5 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

IBM Security Guardium STAPs for z/OS

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.

IBM Z Multi-Factor Authentication (MFA)

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.

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.

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Annual salary range for this position is between $57,500.00 - $77,625.00 gross before taxes.

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What Rocket Software can offer you in USA:

Unlimited Vacation Time as well as paid holidays and sick time

Health and Wellness coverage options for Rocketeers and dependents

Life and disability coverage

Fidelity 401(k) and Roth Retirement Savings with matching contributions

Monthly student debt benefit program

Tuition Reimbursement and Certificate Reimbursement Program opportunities

Leadership and skills training opportunities

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.

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.

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 people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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

Posting text as published by Rocket Software.

The evidence behind this listing

Workplace

Remote Matched in posting text

Seniority

Not established

Employment type

full time

Location as listed

Bentonville, Arkansas, USA, United States of America

Pay and work authorization

Stated pay

$57.5k–77.6k/yr AI reading of the posting

Visa sponsorship

Not stated

Security clearance

Not established

Citizenship

Not established