Technical Support Engineer

Austin, TX | sendouts

Post Date: 04/10/2018 Job ID: 2252543 Industry: Information Technology

TRC is looking to hire a Technical Service Engineer for a client in Austin, TX.

We will consider entry-level candidates with a hunger to learn and a technical streak with a foundational knowledge in Unix and Windows Systems.

Description: The Technical Support Engineer (TSE) will be part of a team of support engineers as part of a fast-paced support organization with the primary mission to provide world class support to our client’ s customers and partners. The TSE will assist our client’ s customers with questions and problems regarding the installation, setup, configuration and functionality of our client’ s products. This person will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions. The TSE will work as part of a team with minimal direction.

The successful candidate will be able to:

  • Able to assess customer needs and set expectations

  • Verify accuracy of business impact statement as provided by the customer

  • Perform with limited direction, 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

  • Researching moderate to complex cases using knowledge bases, documentation, etc.

  • Gather information to develop reproducible cases

  • Preparing, recommending, and guiding the customer through implementing solutions.

  • Write collateral at an appropriate level

  • Mastery of creating case tracking details for use by team members for similar/future problem resolution

  • Assist other TSEs at various levels

  • Accountable for team and individual results

  • Participate in internal projects and other work as directed

  • Self-directed learning to expand expertise of Rocket Software products

  • Contributes to training content, as necessary

  • Available for some after hours, weekend, and holiday work


  • Self-motivated with an aptitude for learning technologies quickly with limited guidance.

  • Likes to work with technical products and has the courage to explore how things work.

  • Ability to ask probing technical questions to help clients/customers solve technical problems and diagnosis technical issues along with the ability to troubleshoot complex problems

  • Positive attitude and methodical approach to clients and work

  • Proven ability to work alone and investigate resources to find solutions outside of area of expertise.

  • Functional knowledge of web server administration and security (Apache Tomcat)

  • Strong background working with SQL based reporting systems.

Desired skills:

  • English is our primary language, however, candidates capable of discussing complex technology concepts in other languages would be very helpful. For example: Spanish, French, German, Italian, and Mandarin.

  • Knowledge of Rocket products

  • Programming in JavaScript

  • Understanding of SQL, Linux/Unix, LDAP, XML

  • Knowledge of storage management and backup technologies

  • Use of PostgreSQL and MySQL RDBMS

  • Any of the following: IBM® Spectrum Protect® (TSM), Symantec™ NetBackup™, EMC® Avamar® and Data Domain, IBM® ProtecTIER®, Veeam®, Sepaton, IBM® Flashcopy Manager for Unix, Oracle® RMAN, Commvault® Simpana and Rocket iCluster.

  • Bachelor in Computer Science, engineering, or similar technical domain.

  • Certification in a web-related or MS Windows technology.

Please submit your resume to ben.Sheffield@trcstaffing.Com


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