Jobs in the United States

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Rocket Software Inc

Technical Support Engineer II

Bentonville, AR, United States

$57,500 to $77,625 USD / year

Apply on rocket.wd5.myworkdayjobs.com About employer

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Job details

Pay: $57,500 to $77,625 USD / year
Experience: Experience Level: 2 - 5 years in a mainframe systems programming or advanced technical support role.
Posting language: English
Posted: Nov 10, 2026

Original job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The 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.

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: 2 - 5 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 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.

•

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.

Annual salary range for this position is between $57,500.00 - $77,625.00 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.

At 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.

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!

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Jobs in the United States