Support Engineer Ii

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