Principal Technical Support Engineer
It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description Summary:The Principal Technical Support Engineer provides technical direction and leadership in the support, development and enhancement of Rocket products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permeant solutions. The Engineer will act as the technical subject matter expert on multiple products.This role requires highly skilled and professional engineer to provide technical support to our enterprise customers using our COBOL and Enterprise solutions. The engineer will acquire in-depth knowledge of our products and deliver the best advice to our customers' issues. The engineer must be a good team player, willing to learn and share knowledge. The engineer will work with Development and Product Management to address product defects and enhancement requests. The engineer will also work with Sales, PreSales and Professional Services to address any concerns and thus the facilitating closure of sales and services.Overview:Customers run their most critical applications, often modernized from mainframe environments, on Enterprise Server. These systems power essential business operations and must be available around the clock. Because of this, our customers rely on us for fast, expert, 24x7 support to keep their mission critical workloads running smoothly. When a Severity 1 issue occurs, they expect immediate and effective action to protect their business, and we are the team they trust to deliver it.Key Responsibilities:Customer Support & Issue ResolutionDeliver advanced technical support across the Enterprise Server, Enterprise Developer, and Visual COBOL product families.Lead customer calls and troubleshooting sessions for production and Severity 1 issues.Validate the customer’s environment, error messages, and impact statements to accurately assess the issue.Independently reproduce, analyse, and resolve complex and urgent technical problems.Research solutions using internal documentation, knowledge bases, and diagnostic tools.Develop reproducible test cases and submit high‑quality defect reports to R&D when required.Recommend, prepare, and implement effective solutions to restore service.Act as an escalation point for critical incidents and guide customers through resolution.Customer Engagement & CommunicationSet clear expectations with customers and ensure they understand the status and next steps.Serve as a designated technical contact for strategic customers when required.Lead customer escalation meetings with confidence and clarity.Provide clear, concise communication in both written and verbal form.Collaboration & Knowledge SharingWork closely with Product Development Managers and Engineering teams on product issues and enhancements.Contribute technical articles, troubleshooting guides, and other content to t...