{"id":4051023,"url":"https://alion.io/job/rocket-software-technical-support-engineer-ii","title":"Technical Support Engineer II","company":{"id":176188,"name":"Rocket Software","domain":"rocketsoftware.com","url":"https://alion.io/company/rocket-software","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":45,"ghost_share":0.044,"stale_share":0,"repost_share":0.022,"time_to_fill_p50_days":55,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bentonville, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":57500,"max":77625,"currency":"USD","period":"year","gross":true,"usd_annual":77625},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Db2","optional":false},{"name":"IMS","optional":false},{"name":"Unix","optional":false}],"status":"live","first_seen_at":"2026-11-10T00:00:00Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T01:43:16Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description Summary:\nThe Technical Support Engineer II 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.\nEssential Duties and Responsibilities:\nAble to assess customer needs and set expectations\nProvide moderate application guidance and level II customer support and resolution for assigned product list\nVerify accuracy of business impact statements as provided by the customer\nPerform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem\nAble to troubleshoot common problems\nUse testing tools for troubleshooting\nResearch moderate to complex cases using knowledgebases, documentation etc.\nGather and analyze information to develop reproducible cases\nPrepare, recommend and implement solutions\nMastery of creating case tracking details for use by team members for similar/future problem resolution\nAssist other Support Engineers at different levels\nAccountable for team and individual results\nParticipate in internal projects and other work as directed\nSelf-directed learning to expand expertise of IBM/Rocket Software products\nContributes to training content, as necessary\nAct as a point of escalation in the preparation, recommendation, and implementation of solutions for junior technical support team members\n\nAvailable for some after hours, weekend and holiday work\nRequired Qualifications:\nExperience Level: 2 - 5 years in a mainframe systems programming or advanced technical support role.\nAcademic Background: A bachelor’s degree in computer science, Engineering, or a related field (or equivalent professional experience).\nAdvanced English communication for interfacing with global engineering teams and explaining complex root-cause analyses to enterprise clients\n\nIBM Security Guardium STAPs for z/OS\nStrong understanding of S-TAP data monitoring mechanisms, including traffic interception via SMF exits, DB2/IMS/CICS interfaces, and UNIX System Services (USS).\nExperience analyzing and optimizing the CPU and memory footprint of S-TAP agents running on high-volume production LPARs.\nProven ability to configure and maintain integration between z/OS agents and the Guardium Collector appliance, including TLS/SSL certificate management.\n\nIBM Z Multi-Factor Authentication (MFA)\nKnowledge of integrating multiple authentication factors, including RSA SecurID, RADIUS, PIV/CAC smart cards, and OIDC-compliant identity providers.\nUnderstanding 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.\nHands-on experience configuring PAGENT, AT-TLS, and required started tasks to support the MFA services environment.\nAt 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.\nAnnual salary range for this position is between $57,500.00 - $77,625.00 gross before taxes..What Rocket Software can offer you in USA:\nUnlimited Vacation Time as well as paid holidays and sick time\n\nHealth and Wellness coverage options for Rocketeers and dependents\n\nLife and disability coverage\n\nFidelity 401(k) and Roth Retirement Savings with matching contributions\n\nMonthly student debt benefit program\n\nTuition Reimbursement and Certificate Reimbursement Program opportunities\n\nLeadership and skills training opportunities\n\nEOE 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.\nAt Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.\nRocket 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 . We will make a determination on your request for reasonable accommodation on a case-by-case basis.\nAs part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.\nIt 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.\nIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!","description_format":"text","description_chars":6014,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning","Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Databases & DBMS","Integration & API Management","Developer Tools"],"lifecycle":[{"event":"open","at":"2026-11-11T01:43:16Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 13","filings_12m":13,"filings_prev_12m":12,"green_card_filings_12m":0,"median_offered_wage_usd":147500,"route":null,"cap_exempt":false,"checked_at":"2026-11-10T11:34:35+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":55,"reasons":["conf:1","win:early"],"computed_at":"2026-11-11T03:06:11Z"},"pay":{"stated_usd_annual":77625,"is_top_pay":false},"html_url":"https://alion.io/job/rocket-software-technical-support-engineer-ii","json_url":"https://alion.io/job/rocket-software-technical-support-engineer-ii.json","meta":{"generated_at":"2026-11-11T03:06:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1957,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":176188},"rest":"https://alion.io/mcp/rest/get_company?id=176188"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frocket-software-technical-support-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frocket-software-technical-support-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frocket-software-technical-support-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rocket-software-technical-support-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frocket-software-technical-support-engineer-ii"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4051023}},{"tool":"search_jobs","arguments":{"company":"rocketsoftware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4051023},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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