Senior Technical Support Engineer

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Job Description

Summary:

The Technical Support Engineer III 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.

• 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 knowledge bases, 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

• Experience Level: 5 to 10+ 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

• 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.

• 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 Pass Ticket 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 $89,000.00 - $ gross before taxes.

• 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…