Technical Support Engineer in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer in United States.
This role sits at the intersection of deep technical expertise and high-impact customer support within an enterprise software environment.
You will be responsible for helping customers troubleshoot complex issues related to installation, configuration, and functionality of mission-critical mainframe solutions.
The position requires strong analytical thinking and hands-on experience in IBM z/OS environments, where reliability and precision are essential.
You will collaborate closely with customers, partners, and internal engineering teams to resolve issues and ensure system stability.
Beyond reactive support, your insights will help guide product improvements and long-term fixes.
It is a fast-paced, highly technical environment where your expertise directly influences customer success and platform reliability.
- Provide advanced technical support to customers and partners, diagnosing and resolving complex issues in IBM z/OS environments.
- Troubleshoot installation, configuration, and functional problems across Rocket Software products and related systems.
- Track, document, and manage all customer interactions and cases using approved support systems.
- Collaborate with engineering teams to escalate issues and contribute to permanent product fixes.
- Support environments involving mainframe technologies such as CICS, IMS, ADABAS, IDMS, and VSAM.
- Analyze system behavior, including TCP/IP and z/OS components, to identify root causes of technical issues.
- Ensure timely resolution of incidents while maintaining high standards of customer service and communication.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 2+ years of experience working in IBM z/OS environments as a Systems Programmer, DBA, or Application Developer.
- 1+ year of experience with z/OS database or application platforms such as CICS, IMS, ADABAS, IDMS, or VSAM.
- Strong experience with JCL, ISPF, and SMP/E.
- Solid understanding of mainframe troubleshooting, particularly in IBM z/OS and TCP/IP environments.
- Strong analytical and problem-solving skills with a detail-oriented mindset.
- Excellent written and verbal communication skills, with ability to explain technical issues clearly.
- Strong customer service orientation and ability to work effectively in fast-paced environments.
- Familiarity with Web Services, DB2, SQL, Linux, Windows, or mainframe security tools is a plus.
Benefits:
- Annual salary range: $57,500 – $77,625 (gross before taxes)
- Unlimited vacation policy, paid holidays, and sick leave
- Health, dental, and wellness coverage for employees and dependents
- Life and disability insurance coverage
- 401(k) and Roth retirement savings plan with employer matching
- Monthly student debt assistance program
- Tuition and certification reimbursement opportunities
- Leadership development and technical training programs
- Remote-friendly work environment.