95 On Site Repair jobs in Franklin

Location:

Remote, United States

Employment Type:

FullTime

Location Type:

Remote

Department

Customer Solutions

Compensation:

$106.2K - $124.7K - Offers Equity

At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click here ( .

Overview

We're not just building better tech. We're rewriting how data moves and what the world can do with it. With Confluent, data doesn't sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

About the Role:

We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow - whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.

What You Will Do:

• Working with customers to resolve a wide range of issues with their Confluent deployments

• Contributing to process development - we're a small team, so we're looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture

• Communicating with our Engineering team to provide real-time product feedback from the field

• Improving product documentation and authoring knowledge base articles

• Creating and reviewing product demos and internal tooling

• Working closely with the team behind Apache Kafka!

What You Will Bring:

• Excitement in learning about streaming data and becoming a domain expert in the Confluent Data Stream Platform

• Strong debugging skills for troubleshooting and resolving issues related to external or integrated software systems provided by third parties.

• Proficiency in Java or Scala

• Experience in diagnosing, reproducing and resolving customer issues

• Experience with Java, Databases, Cloud Object stores, Messaging systems, Cloud Functions is a plus

• Desire to make customers successful through direct interaction.

• Two out of these three:

• • Experience troubleshooting applications running on Linux (resource contention, network bottlenecks, etc.)
• • Operational knowledge of Java applications (stack, jmap, etc.)
• • Experience with at least one mainstream distributed system (e.g. Kafka, Kafka Connect, Spark etc)

Ready to build what's next? Let's get in motion.

Come As You Are

Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible.

We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

**Job Overview**
The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.
You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.
**About Us**
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
**Responsibilities**
**Customer Strategy & Experience**
+ Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.
+ Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.
+ Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.
+ Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.
+ Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.
**Operational Excellence & Innovation**
+ Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.
+ Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.
+ Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.
+ Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.
+ Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.
**Team Leadership & Culture**
+ Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.
+ Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.
+ Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.
**Financial & Cross-Functional Leadership**
+ Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.
+ Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.
+ Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.
+ Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.
**Qualifications**
+ 15+ years of progressive leadership experience in global customer support or technical services roles.
+ Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability
+ Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle
+ Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes
+ Demonstrated success building high-performing, inclusive teams and leading through organizational change
+ Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies
+ Exceptional communication and executive presence, with the ability to influence stakeholders at all levels
+ Passion for customer advocacy and ongoing service innovation
**EEO Statement**
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .
**Compensation and Benefits**
We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.
The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

A Technical Support Engineer is responsible for troubleshooting and closing tier II support tickets. This position will exceed through technical troubleshooting, system maintenance & implementation, documentation & knowledge management, and customer engagement. The Technical Support Engineer influences internal and external customers from pre implementation through products end of life.
The Technical Support Engineer will work cross-functionally with Tier I, DevOps, Developers, and Service teams to enhance the impact of our products by supporting customer base.
**Responsibilities:**
**System Maintenance and Implementation** ?
+ CensiTrac, LoanerLink, and Censis AI _2_ : This includes file transfers, database backups/restoration, and validation tasks?
+ Interface agents: communication with washers, sterilizers, incubators?
+ Single sign-on: SAML 2.0, Windows Authentication, and AD/LDAP?
+ Surgical schedule integrations: including flat file and HL7 formats?
+ Perform upgrades, software conversions, server updates, and package installations?
**Customer Engagement and Project Management** ?
+ Present technical requirements for fitting Censis software into unique IT environments?
+ Communicate effectively with external customers and provide pre-implementation support?
+ Reply promptly to customer inquiries and work on conference calls with customers?
+ Act as a liaison to project managers and provide technical advisement for projects?
**Technical Problem-Solving** ?
+ Utilize advanced analytical and troubleshooting skills for technical problem-solving?
+ Review and translate SQL database information, application error logs, and other diagnostic data?
+ Analyze service interruptions, perform root cause analysis, and implement solutions?
**Documentation and Knowledge Management:** ?
+ Maintain team documentation for consistent operations and knowledge sharing?
**Qualifications:**
+ Two to three years of customer support, SaaS preferred?
+ Proficient in the use of Microsoft Office products?
+ Excellent presentation, writing, organizational, analytical, and problem-solving skills?
+ Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred?
+ Preference to those located in Pacific or Mountain time zone.
* Travel 2-3 times per year.
**Fortive Corporation Overview**
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
**About Censis**
Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare's rapidly changing environment. With Censis, you're positioned to start ahead and stay ahead, no matter what the future holds.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at
**Bonus or Equity**
This position is also eligible for bonus as part of the total compensation package.
**Pay Range**
The salary range for this position (in local currency) is 56,900.00 - 105,700.00
This position is also eligible for bonus as part of the total compensation package.
The salary range for this position (in local currency) is 56,900.00 - 105,700.00
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at

**Location:**
Remote, United States
**Employment Type:**
FullTime
**Location Type:**
Remote
**Department**
Customer Solutions
**Compensation:**
$106.2K - $124.7K - Offers Equity
_At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click_ here ( _._
**Overview**
We're not just building better tech. We're rewriting how data moves and what the world can do with it. With Confluent, data doesn't sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.
It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.
One Confluent. One Team. One Data Streaming Platform.
**About the Role:**
We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow - whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.
**What You Will Do:**
+ Working with customers to resolve a wide range of issues with their Confluent deployments
+ Contributing to process development - we're a small team, so we're looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture
+ Communicating with our Engineering team to provide real-time product feedback from the field
+ Improving product documentation and authoring knowledge base articles
+ Creating and reviewing product demos and internal tooling
+ Working closely with the team behind Apache Kafka!
**What You Will Bring:**
+ Excitement in learning about streaming data and becoming a domain expert in the Confluent Data Stream Platform
+ Strong debugging skills for troubleshooting and resolving issues related to external or integrated software systems provided by third parties.
+ Proficiency in Java or Scala
+ Experience in diagnosing, reproducing and resolving customer issues
+ Experience with Java, Databases, Cloud Object stores, Messaging systems, Cloud Functions is a plus
+ Desire to make customers successful through direct interaction.
+ Two out of these three:
+ - Experience troubleshooting applications running on Linux (resource contention, network bottlenecks, etc.)
+ - Operational knowledge of Java applications (stack, jmap, etc.)
+ - Experience with at least one mainstream distributed system (e.g. Kafka, Kafka Connect, Spark etc)
**Ready to build what's next? Let's get in motion.**
**Come As You Are**
Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible.
We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

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.

Essential Duties and Responsibilities :

• Able to assess customer needs, troubleshoot and set expectations for quick resolution

• 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

• 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

• Assist, mentor and train other Support Engineers at different levels

• 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

• Collaborate with Product Development Managers

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

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

Qualifications:

• 8+ years of experience in technical support or similar role with deep technical knowledge of

• z/OS mainframes

• Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.

• SQL, Data Virtualization, CDC

• Operating system knowledge: Windows, Unix, Linux.

• Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.

• Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS

• Available for some after hours, weekend and holiday work

• Strong communication and problem-solving skills

• Strong customer service skills in interacting with both internal and external customers.

• Demonstrated experience adapting to change and managing priorities

• Commitment to Rocket core values of empathy, trust, love and caring.

Additional skills that are helpful to have, but not required:

• Knowledge of Spark, Python, Java, Rexx

• Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.

• Knowledge/experience with ODBC/JDBC.

• Knowledge/experience of DB2 utilities and DB2 stored procedures.

• Knowledge/experience of DB2 LUW.

• Knowledge/experience with Visual Studio .NET.

• Knowledge/experience in z/OS Cobol or Natural.

• Knowledge/experience in Microsoft SQL Server or Oracle

• Knowledge/experience working with RACF, ACF2 or Top Secret.

• Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.

• Knowledge of Network topology.

• Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync

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.

#LI-SD1

#LI-Remote

The base salary range for this role is $91,564.33 - $114,455.50 /year. Exact compensation may vary based on skills, experience, and location.

.

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.

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.

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!

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.

At Rocket, software is about more than just code-it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.

Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.

The Advanced Technical Support Specialist is responsible for providing world-class support experiences to our enterprise customers. This role requires the individual to be trustworthy, collaborative, accountable, respectful, and innovative. They are responsible for resolving the most critical and complex issues with the Cornerstone product. The Specialist will utilize their knowledge, expertise, and exceptional soft skills to understand the customer and interpret their needs to ensure they are achieving maximum value from Cornerstone.
**In this role you will.**
+ Respond to customer cases in line with service level objectives.
+ Identify and resolve issues and proactively perform mitigation assessments to prevent issues from recurring.
+ Approach each case with a goal of ensuring Cornerstone products are performing at an optimal level by addressing any underlying or additional problems uncovered during each customer engagement.
+ Research and replicate difficult configuration, compatibility or product defect issues and document the results of your investigation.
+ Manage customer and internal communications with, both written and on calls.
+ Drive full resolution of cases and escalated cases with limited oversight or direction.
+ Act as a mentor and advisor to other members of the Global Technical Support Team
+ Maintain an advanced understanding of the Cornerstone product portfolio, be the Subject Matter Expert.
+ Create knowledge articles and lead knowledge sharing initiatives.
**You have what it takes if you have.**
+ Bachelor's degree in computer science, information systems, or equivalent experience required. Experience supporting LMS, HRIS, LXP, etc. is a plus
+ Minimum of 5 years' experience in a technical customer support role. Preferably with enterprise SaaS solutions.
+ Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.
+ Experience leading major Enterprise incidents/situations using escalation Management guidelines to engage support, product managers, engineering teams and other teams.
+ Ability to communicate technical information proficiently with internal and external stakeholders, including C-level executives and Engineering leaders.
+ The ability to communicate confidently and clearly on conference calls, in meetings, and via email, at all levels of the organization is essential.
+ Strong organizational skills with the ability to manage multiple tasks simultaneously.
+ Customer focus and ownership, use of own initiative, and a proactive approach to work.
+ Ability to facilitate conversations with large groups of remote people.
+ Ability to maintain calm during stressful situations.
+ Ability to translate technical incidents into business terms.
+ Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
+ Consideration for privacy and security obligations
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at

**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.
**Essential Duties and Responsibilities** :
+ Able to assess customer needs, troubleshoot and set expectations for quick resolution
+ 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
+ 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
+ Assist, mentor and train other Support Engineers at different levels
+ 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
+ Collaborate with Product Development Managers
+ May serve as designated point of contact or support coordinator for large customer
+ Act as project lead on assigned projects; may act as organizational team lead
**Qualifications:**
+ 8+ years of experience in technical support or similar role with deep technical knowledge of
+ z/OS mainframes
+ Experience with z/OS Database or application development platforms, such as DB2, CICS, IMS, ADABAS, IDMS or VSAM.
+ SQL, Data Virtualization, CDC
+ Operating system knowledge: Windows, Unix, Linux.
+ Database knowledge in open systems (Windows, Unix, Linux) and cloud solutions.
+ Possess solid analytical and troubleshooting skills, specifically dealing with IBM z/OS
+ Available for some after hours, weekend and holiday work
+ Strong communication and problem-solving skills
+ Strong customer service skills in interacting with both internal and external customers.
+ Demonstrated experience adapting to change and managing priorities
+ Commitment to Rocket core values of empathy, trust, love and caring.
**Additional skills that are helpful to have, but not required:**
+ Knowledge of Spark, Python, Java, Rexx
+ Knowledge of Web Services standards (SOAP, WSDL, WS-*), REST, Applications Servers (WebSphere, Oracle), HTTP, SSL, HTTP/S, TCP protocols.
+ Knowledge/experience with ODBC/JDBC.
+ Knowledge/experience of DB2 utilities and DB2 stored procedures.
+ Knowledge/experience of DB2 LUW.
+ Knowledge/experience with Visual Studio .NET.
+ Knowledge/experience in z/OS Cobol or Natural.
+ Knowledge/experience in Microsoft SQL Server or Oracle
+ Knowledge/experience working with RACF, ACF2 or Top Secret.
+ Operating systems: IBM z/OS, Windows, Red Hat Linux, Sun Solaris.
+ Knowledge of Network topology.
+ Knowledge/experience with the following is a plus: tcVision, Rocket Data Replicate and Sync
**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.
#LI-SD1
#LI-Remote
The base salary range for this role is $91,564.33 - $114,455.50 /year. Exact compensation may vary based on skills, experience, and location.
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**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.
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.
_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!_
Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day.
At Rocket, software is about more than just code-it's about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we're serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve.
Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.
This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.
The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.
**Key responsibilities:**
+ Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
+ Uses Managed Services product and process knowledge along with discretion to respond to tickets.
+ Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
+ Flags the need for such content, when relevant articles are not available
+ Provides timely updates to clients, when requested, on any pending requests or tickets.
+ Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
+ Produces breach and aging reports for tickets opened by the service desk.
+ Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
+ Uses sound judgment to escalate an issue to a higher level.
+ Ensures that a professional level of service quality is maintained and that clients are satisfied.
**To thrive in this role, you need to have:**
+ Ambitious self-starter who is passionate about IT.
+ Solid expertise at using sound judgment to escalate an issue to a higher level.
+ Methodical in approach to ticket resolution.
+ Demonstrates an ability to interact with a variety of stakeholders.
+ Demonstrates required integrity to ensure excellent client service and retention.
+ Team player with excellent attention to detail and client focused.
+ Effective verbal and written communication skills.
+ Ability to work in 24X7 shift structure, based on a defined roster.
+ Familiar with ITIL concepts.
+ Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
**Academic qualifications and certifications:**
+ Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
+ India specific - A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
+ ITIL v4 foundation certification and knowledge is preferable.
**Required experience:**
+ Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.