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Senior Technical Support Specialist

4 weeks ago

Newbury, West Berkshire, United Kingdom Rocket Software Full time

Job Overview:

The Senior Technical Support Engineer provides technical direction and leadership in the support, development, and enhancement of Rocket products. This role requires troubleshooting reported symptoms to aid in the resolution process, either directly for the customer or to help guide the development team in providing permanent solutions. The Engineer will act as the technical subject matter expert on multiple products.

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 customers
  • May organize team meetings to address consumer issues with product development
  • Provide suggested product feature modifications
  • 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 cases for resolution 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