Technical Leadership and Support Specialist

4 days ago


Melbourne, Victoria, Australia 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 a strong technical expertise and excellent communication skills to troubleshoot complex problems and provide effective solutions.



Responsibilities:

  • Able to assess customer needs and set expectations
  • Verify accuracy of business impact statement as provided by the customer
  • 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
  • Routine use of testing tools; may define and recommend testing tools
  • 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
  • Address and manage critical situation issues as an escalation expert across several products
  • 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


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