Support Engineer II - Boston, United States - 21st Century Software

21st Century Software Boston, United States

3 weeks ago

Description

21st Century Software is an international software development company located in Boston.

We develop and maintain Mainframe-based software products, partnering with leaders in the Z industry, to service our global customer network.

We provide innovative, modern solutions aimed at growing and revitalizing the Z platform.

Job Description:

As a Technical Support Engineer at 21st Century Software, you will play a crucial role in ensuring the satisfaction of our global customer base.

We are seeking a self-motivated and skilled individual with a passion for problem-solving and customer service.

Responsibilities

Accurately assess customer needs, set, and meet expectations.
Provide ongoing technical support and guidance to customers using defined support guidelines.
Perform problem verification by confirming a customer's environment, error messages, and symptoms of a problem.
Independently diagnose complex problems and duplicate customer issues where possible using standard utilities and 21CS software tools.
Research knowledge base and documentation for reoccurring known issues.
Address and manage critical situations (Severity 1) as an escalation expert for assigned product.
Maintain case tracking details for similar/future problem resolution.
Provide status updates to management of ongoing high-risk cases.
Ongoing self-directed learning to expand expertise of the existing product line.
Work effectively across multiple teams to research and resolve product or customer issues.
Some after-hours, weekends and on-call responsibilities may be required.

Qualifications and Education Requirements:

Previous Technical Support experience required.
Understanding of z/OS systems required.
Understanding of IBM utilities, such as SMP/E and installation methodologies.
Understanding of Microsoft office product suite.
Strong planning and organizational skills.
Strong interpersonal and communication skills.
Strong customer service focus.
Strong analysis, problem determination and resolution skills.
Strong ability to clearly communicate technical information to all audiences.

Preferred Skills

Understanding of JCL, SQL, REXX, SMF and/or SAS.
Systems experience in an IBM Z environment preferred.
Prior knowledge of IBM Z Performance and Capacity Analytics (IZPCA) desired
Prior knowledge of Cognos desired

Join our team at 21st Century Software and be part of a dynamic work environment where your skills and passion for technology are valued and encouraged.

Grow with us as we continue to make a significant impact in the software development industry.

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