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Senior Technical Support Specialist

2 months ago

Newbury, West Berkshire, United Kingdom Rocket Software Full time

Job Title: Senior Technical Support Engineer

Job Summary:

The Senior Technical Support Engineer provides technical leadership and expertise in the support, development, and enhancement of Rocket Software products. This role requires strong problem-solving skills, excellent communication skills, and the ability to work independently and collaboratively as part of a team.

Key Responsibilities:

  • Assess customer needs and set expectations
  • Verify accuracy of business impact statements
  • Address and manage critical situation issues
  • Collaborate with Product Development Managers
  • Provide technical direction and leadership
  • Act as a technical subject matter expert
  • Develop and implement solutions
  • Write collateral and training content
  • Participate in internal projects and other work as directed

Requirements:

  • 8+ years of experience in technical support and/or customer-facing roles
  • Advanced knowledge of computer technology
  • Strong problem-solving skills
  • Strong communication skills
  • Available for some after-hours, weekend, and holiday work

Information Security:

Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

Rocket Software is 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.