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 Senior 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.

The Senior 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.

Essential Duties and Responsibilities:

Able to assess customer needs and set expectations

Verify accuracy of business impact statement as provided by the customer

Independently perform problem verification by confirming a customer’s environment, error messages, and symptoms of a problem

Able to troubleshoot and resolve urgent/complex problems

Routine use of testing tools; may define and recommend testing tools

Research complex for resolution cases using knowledge bases, documentation etc.

Develop reproducible cases, when necessary

Prepare, recommend and implement solutions

Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members

Address and manage critical situation issues as an escalation expert across several products

Write collateral at an appropriate level

Research case trend analysis

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 both team and individual results

Participate in internal projects and other work as directed

Ongoing self-directed learning to expand expertise of Rocket Software products

Regularly contribute to training content

Train other support engineers

Collaborate with Product Development Managers

May serve as designated point of contact or support coordinator for large customer

May organize team meetings to address consumer issues with product development

Provide suggested product feature modification

Act as a consultant with cross lab development

Mentor other support engineers

Act as project lead on assigned projects; may act as organizational team lead

Qualifications:

8+ years of experience in technical support role

Advanced knowledge of computer technology

Available for some after hours, weekend and holiday work

Strong problem-solving skills

Strong communication skills

Information Security:

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

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.

Salary in Lithuania: €33,659.00 - €62,511.00 gross annually depending on the candidate's competences and experience.

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What Rocket Software can offer you in Vilnius:

Health Insurance: Choose from 3 great options!

Generous Time Off: Enjoy 25 days of annual leave, plus Juneteenth as an extra day off for everyone.

Rocket enhanced parental leave benefit.

Easy Sick Days: Get 6 days of fully paid sick leave without needing a medical certificate.

Employee Assistance Program – Digital Courses & Meditations, Certified Personal Coaching & Personal Therapy sessions.

Workcation Policy: Enjoy the flexibility to work from a vacation spot, combining work and leisure.

Choose your own hybrid/remote work model.

Tuition Reimbursement and Certificate Reimbursement Program opportunities.

Salary range applies only to candidates in Lithuania

Salary offer for the candidate is determined based on the predefined salary ranges for the position and depends on the level of competence and experience of the candidate.

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: or send an email to . We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

R2025-5625