Technical Support Engineer II

Rocket Software

. Assess customer needs and set expectations .

Posted 11/10/2026full-timeRemote • United StatesJuniorMid-Level💰 $57,500 - $77,625 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in mainframe systems programming and advanced technical support, with a strong focus on IBM Security Guardium STAPs for z/OS and troubleshooting complex issues. Proficient in analyzing and optimizing system performance while effectively communicating technical concepts to diverse stakeholders.

Highest-signal resume keywords

Mainframe Systems ProgrammingIBM Security Guardium STAPs for z/OSAdvanced English CommunicationS-TAP Data Monitoring MechanismsMFA Readiness for z/OS Applications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisConfiguration ManagementPerformance OptimizationIntegration Management

Soft Skills

Customer Needs AssessmentTeam CollaborationTraining Content Contribution

Tools & Technologies

TLS/SSL Certificate ManagementPAGENTAT-TLSDB2IMS

Industry Keywords

Technical SupportEnterprise ClientsHigh-Volume Production LPARsAuthentication FactorsJSON Web Token

Tech Stack

Tools & technologies

Unix

About the role

Key responsibilities & impact

Assess customer needs and set expectations
Provide moderate application guidance and level II customer support and resolution for assigned products
Verify the accuracy of customer business impact statements
Confirm customer environments, error messages, and problem symptoms
Troubleshoot common problems using testing tools
Research moderate to complex cases using knowledge bases and documentation
Gather and analyze information to develop reproducible cases
Prepare, recommend, and implement solutions
Create detailed case tracking information for future problem resolution
Assist Support Engineers at different levels
Participate in internal projects and other assigned work
Expand expertise through self-directed learning on IBM/Rocket Software products
Contribute to training content as necessary
Act as an escalation point for junior technical support team members
Work with customers and internal Engineering teams to diagnose escalated issues, perform root cause analysis, and drive resolution

Requirements

What you’ll need

2 - 5 years in a mainframe systems programming or advanced technical support role
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 STAPs 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
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
Available for some after hours, weekend and holiday work

Benefits

Comp & perks

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