Technical Leadership and Support Specialist
4 days ago
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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