Associate Technical Support Engineer - NextGen

The Support Engineer assists Rocket customers with their business critical incidents by analysing complex technical problems and finding resolutions using appropriate diagnostic techniques. This could include recreating customer issues, reviewing diagnostics, debugging through the system source code, and working with the development team to deliver permanent solutions. The support engineer solves real problems for, and delivers value to our worldwide customer base – every day.

Ignite your career with our NextGen Academy as a full-time Associate Technical Support Engineer - NextGen. Join our COBOL and Enterprise Suite product teams and work on enterprise software used by many of the world's largest organizations. You'll contribute to developing compilers, IDE integrations, runtime APIs, and mainframe emulation environments—building tools that support business-critical applications across Windows, Unix, Linux, Containers, and the Cloud.

As part of a collaborative, agile team, you'll learn from experienced engineers and gain hands-on experience with a variety of technologies. No prior COBOL experience is required—our structured training program will provide you with the foundation you need to succeed. If you're passionate about technology, coding, and working with customers, we’re excited to welcome you as the next generation of Rocketeers!

What to expect from the NextGen Academy:

• Kick off with 3 months of in-depth hands-on technical learning, designed to equip you with the skills you need to excel.
• Work alongside experienced engineers on live projects from day one that shape the future of our COBOL and Enterprise Technologies.
• Investigate and deliver bug fixes, working closely with support teams and customers.
• Collaborate with experts to design and develop new features for enterprise products.
• Discuss technical requirements, write design documents, and document your work.
• Write and manage automated tests to support the development of robust and reliable software.
• Experience a unique set of rotations across engineering teams, professional services, and technical support teams to learn cross-functional skills and understand Rocket’s products and customers.

At the end of the NextGen Academy the candidate will be able to:

• Program in COBOL.
• Participate in customer projects related to COBOL Programming and Application development.
• Demonstrate understanding of the development lifecycle, and how to apply to application development related to COBOL.
• Effective use of the COBOL Development tooling.
• Articulate why customers use COBOL and the general criticality of COBOL application in business.

What We’re Looking For

• Ability to quickly develop technical knowledge on one or more Rocket products.
• Ability to quickly develop conceptual and technical knowledge of Rocket products including new releases, new products and interfaces.
• 2:1 Degree or higher in an engineering or science-based discipline.
• Strong evidence of academic, personal, or commercial coding experience.
• A highly personable team player who can work effectively with colleagues and customers.
• Self-motivated and eager to learn, both independently and in a team setting.

Nice to Have:

• Experience coding in COBOL, C, C++, C#, or Java.
• Interest in and participation in personal coding projects or open-source contributions.
• Good working knowledge of Windows, Unix, or Linux environments.
• Awareness of Agile and Scrum development methodologies.

What You’ll be doing in the Role:

• Successfully resolve technical issues from internal or external users using appropriate diagnostic techniques including trace analysis or debugging through the system source code.
• Reproduce complex incidents affecting business critical accounts. Test and deliver subsequent fixes as appropriate.
• Act as a mentor, guide and leader to other employees.
• Ability to articulate clearly, recommend and explain resolutions to external customers/clients.
• Perform, with limited direction, problem verification by confirming customer’s environment, error messages, and symptoms of a problem.
• Available for some after hours, weekend and/or holiday work.
• Gain exposure and skill in a variety of technologies including databases (Oracle, DB2, MS SQL Server), operating systems (Windows, Linux/UNIX, Z/OS), programming language knowledge, system level IBM mainframe experience of CICS, IMS or JCL, cloud environments such as AWS, Azure and GCP.

What We Offer

• In-Person Training Programme – A structured training programme designed to teach you the fundamentals and set you up for success, held in our Newbury office.
• Mentorship from Industry Experts – A well-established mentoring programme where you'll receive guidance from experienced engineers to help grow your skills and career.
• A People-First, Supportive Environment – A friendly and collaborative workplace where your development is a priority.
• Competitive Salary.
• Unlimited Holiday – Encouraging a healthy work-life balance.
• Hybrid Working – Typically 2-3 days per week in our Newbury office, with flexibility to work remotely.

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.