Technical Support Engineer II

📋 Description

• • Provide level II technical support for Rocket customers experiencing issues with Db2 Tools and OpenSource products, including installation, setup, configuration, and functionality.
• • Troubleshoot moderate to complex software issues in enterprise-level IBM Z environments, using testing tools and diagnostic methods to identify root causes.
• • Verify and assess customer-provided business impact statements and environmental details to ensure accurate case resolution.
• • Conduct problem verification by confirming customer environments, error messages, and symptoms with minimal direction.
• • Research and resolve moderate cases using internal knowledge bases, product documentation, and historical case records.
• • Gather and document detailed information to create reproducible test cases for the development team to address persistent issues.
• • Prepare, recommend, and implement actionable solutions for customer problems while ensuring alignment with product capabilities.
• • Maintain comprehensive case tracking details to enable team-wide knowledge sharing and future problem resolution.
• • Collaborate closely with software development teams to escalate complex issues and contribute to permanent fixes.
• • Serve as the primary technical resource and mentor for Technical Support Technicians, providing guidance and escalation support.
• • Assist other support technicians across varying experience levels to ensure consistent service quality.
• • Manage a high volume of administrative support cases while maintaining accuracy and timeliness in resolution.
• • Engage in self-directed learning to expand expertise in Rocket Software products and IBM Z technologies.
• • Contribute to the development of internal training materials and knowledge resources as needed.
• • Participate in internal projects and additional duties as assigned by management to support team objectives.
• • Accountable for both individual performance and team-wide outcomes in delivering high-quality technical support.
• • Communicate complex technical findings and root-cause analyses clearly to global engineering teams and enterprise clients in advanced English.
• • Maintain fluency in diagnosing and resolving issues related to IBM Z systems, including JES jobs, data sets, and Unix System Services (USS).