High-Level Technical Support Specialist

6 days ago


Newbury, West Berkshire, United Kingdom Rocket Software Full time

Job Overview


The Senior Technical Support Engineer plays a pivotal role in the development and enhancement of Rocket products, providing technical direction and leadership to support teams. This position requires troubleshooting skills to resolve customer issues directly or guide development teams in implementing permanent solutions.

Key Responsibilities
• Assess customer needs and set expectations effectively.
• Verify accuracy of business impact statements provided by customers.
• Address critical situation issues as an escalation expert across multiple customers.
• Collaborate with Product Development Managers to drive project success.
• Serve as the primary point of contact for large customers or act as a support coordinator.
• Organize team meetings to address consumer issues with product development.
• Provide suggestions for product feature modifications.
• Lead projects and act as an organizational team lead.
• Independently verify problem causes by confirming customer environments, error messages, and symptoms.
• Troubleshoot and resolve urgent/complex problems efficiently.
• Research complex cases using knowledge bases and documentation.
• Develop reproducible cases when necessary.
• Prepare, recommend, and implement solutions.
• Escalate solution preparation, recommendation, and implementation for junior team members.
• Write collateral at an appropriate level.
• Conduct case trend analysis.
• Create case tracking details for use by team members.
• Assist other Support Engineers at different levels.
• Accountable for both team and individual results.
• Participate in internal projects and other work as directed.
• Engage in ongoing self-directed learning to expand expertise on Rocket Software products.
• Regularly contribute to training content.

Qualifications


To be successful in this role, you should possess:
• 8+ years of experience in technical support and/or customer-facing roles.
• Advanced knowledge of computer technology.
• Availability for occasional after-hours, weekend, and holiday work.
• Strong problem-solving and communication skills.

Salary Range


This position is estimated to have a salary range of $120,000 - $180,000 per year, depending on location and experience.

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