Technical Support Leader

2 days ago

Melbourne, Victoria, Australia Rocket Software Full time
Job Summary

We are seeking a highly skilled Technical Support Leader to join our team at Rocket Software. This is an exciting opportunity for a seasoned technical professional to lead our support efforts and drive business growth.

About the Role

The Senior Technical Support Engineer will provide technical direction and leadership in the support, development, and enhancement of Rocket products. The successful candidate will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions.

This role requires a strong problem-solving skills, excellent communication skills, and experience in technical support. The ideal candidate will be able to assess customer needs, set expectations, and work collaboratively with cross-functional teams.

Key Responsibilities
  1. Able to assess customer needs and set expectations
  2. Verify accuracy of business impact statement as provided by the customer
  3. Independently perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem
  4. Able to troubleshoot and resolve urgent/complex problems
  5. Routine use of testing tools; may define and recommend testing tools
  6. Research complex for resolution cases using knowledge bases, documentation, etc.
  7. Develop reproducible cases, when necessary
  8. Prepare, recommend, and implement solutions
  9. Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members
  10. Address and manage critical situation issues as an escalation expert across several products
  11. Write collateral at an appropriate level
  12. Research case trend analysis
  13. Mastery of creating case tracking details for use by team members for similar/future problem resolution
  14. Assist other Support Engineers at different levels
  15. Accountable for both team and individual results
  16. Participate in internal projects and other work as directed
  17. Ongoing self-directed learning to expand expertise of Rocket Software products
  18. Regularly contribute to training content
  19. Train other support engineers
  20. Collaborate with Product Development Managers
  21. May serve as designated point of contact or support coordinator for large customer
  22. May organize team meetings to address consumer issues with product development
  23. Provide suggested product feature modification
  24. Act as a consultant with cross lab development
  25. Mentor other support engineers
  26. Act as project lead on assigned projects; may act as organizational team lead
Requirements
  • 8+ years of experience in technical support role
  • Advanced knowledge of computer technology
  • Available for some after hours, weekend, and holiday work
  • Strong problem-solving skills
  • Strong communication skills
What We Offer

We offer a competitive salary range of $120,000 - $150,000 per annum, depending on experience. Additionally, we provide a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Rocket Software is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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