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Senior Technical Support Engineer

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 direction and leadership in the support, development, and enhancement of Rocket 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 statement as provided by the customer
  • Address and manage critical situation issues as an escalation expert across several customers
  • Collaborate with Product Development Managers
  • May serve as designated point of contact or support coordinator for large customer
  • May organize team meetings to address consumer issues with product development
  • Provide suggested product feature modification
  • Act as project lead on assigned projects; may act as organizational team lead
  • Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem
  • Able to troubleshoot and resolve urgent/complex problems
  • Research complex for resolution cases using knowledge bases, documentation, etc.
  • Develop reproducible cases, when necessary
  • Prepare, recommend, and implement solutions
  • Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members
  • Write collateral at an appropriate level
  • Research case trend analysis
  • 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 both team and individual results
  • Participate in internal projects and other work as directed
  • Ongoing self-directed learning to expand expertise of Rocket Software products
  • Regularly contribute to training content

Qualifications:

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

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:

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.

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: or send an email to < We will make a determination on your request for reasonable accommodation on a case-by-case basis.

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