Senior Technical Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description Summary: The Technical Support Engineer III delivers advanced technical support to Rocket customers within the z/Security Business Unit, resolving complex issues related to product installation, configuration, and functionality. This role requires strong Tier 3 support experience, including hands‑on exposure to IBM Guardium Data Security and Multi‑Factor Authentication solutions. Working with a high degree of autonomy, the engineer independently diagnoses and troubleshoots escalated issues, performs root‑cause analysis, and drives resolution in partnership with customers and internal Engineering teams. The Technical Support Engineer III serves as a senior technical resource within the team, contributing expertise to complex problem scenarios while operating with limited direction in a collaborative, fast‑paced environment. Essential Duties and Responsibilities: Able to assess customer needs and set expectations Provide moderate application guidance and level II customer support and resolution for assigned product list Verify accuracy of business impact statements as provided by the customer Perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem Able to troubleshoot common problems Use testing tools for troubleshooting Research moderate to complex cases using knowledgebases, documentation etc. Gather and analyze information to develop reproducible cases Prepare, recommend and implement solutions 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 team and individual results Participate in internal projects and other work as directed Self-directed learning to expand expertise of IBM/Rocket Software products Contributes to training content, as necessary Act as a point of escalation in the preparation, recommendation, and implementation of solutions for junior technical support team members Available for some after hours, weekend and holiday work Required Qualifications: Experience Level: 5 to 10+ years in a mainframe systems programming or advanced technical support role. Academic Background: A bachelor's degree in computer science, Engineering, or a related field (or equivalent professional experience). Advanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients IBM Security Guardium S‑TAP for z/OS Strong understanding of S‑TAP data monitoring mechanisms, including traffic interception via SMF exits, DB2/IMS/CICS interfaces, and UNIX System Services (USS). Experience analyzing and optimizing the CPU and memory footprint of S‑TAP agents running on high‑volume production LPARs. Proven ability to configure and maintain integration between z/OS agents and the Guardium Collector appliance, including TLS/SSL certificate management. IBM Z Multi‑Factor Authentication (MFA) Knowledge of integrating multiple authentication factors, including RSA SecurID, RADIUS, PIV/CAC smart cards, and OIDC‑compliant identity providers. Understanding MFA readiness for z/OS applications such as TSO/E, CICS, and IMS, with the ability to troubleshoot PassTicket and JWT (JSON Web Token)‑related issues. Hands‑on experience configuring PAGENT, AT‑TLS, and required started tasks to support the MFA services environment. At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce. #LI-JC1 #LI-Remote Annual salary range for this position is between $89,000.00 - $120,150.00 gross before taxes. . What Rocket Software can offer you in USA: Unlimited Vacation Time as well as paid holidays and sick time Health and Wellness coverage options for Rocketeers and dependents Life and disability coverage Fidelity 401(k) and Roth Retirement Savings with matching contributions Monthly student debt benefit program Tuition Reimbursement and Certificate Reimbursement Program opportunities Leadership and skills training opportunities EOE M/F/Vet/Disability. Rocket Software Inc. 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. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis. As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day. At Rocket, software is about more than just code—it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.