Technical Support Engineer I

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

Company Focus:

Enterprise software, specifically MultiValue (MV) database products (UniVerse, UniData, and related tools).
Type of Role: Hybrid technical support + QA + light development — not a traditional help desk position.

Key Responsibilities:
Support global customers with deployment, configuration, and troubleshooting of MV database products
Perform root cause analysis on complex issues in live production environments
Take part in 24/7 on-call shifts, including nights, weekends, and holidays, to quickly respond to critical incidents.
Assist the QA team with testing database patches and new releases
Write automation scripts (Python, Shell) for log analysis and internal testing
Read and debug C code to help identify bugs alongside senior engineers
Write technical documentation and knowledge base articles
Help integrate AI tools into support workflows
Required Background:
0–2 years in support, QA, or junior dev roles
CS/IT degree (or related)
Comfortable with Windows, Linux, and AIX
Basic C and Python skills
Interest in AI/LLMs
Familiarity with Git, Jira, and Agile practices

The Role 

Are you passionate about complex problem-solving and eager to kick-start your career in enterprise software? We are looking for a highly motivated Technical Support Engineer I to join our MultiValue (MV) Database team. In this dynamic, hybrid role, you will serve as the crucial bridge between our global customers and our core engineering teams, supporting our mission-critical UniVerse and UniData database engines, as well as the broader MV ecosystem, including MultiValue Database Tools (DBTools), MV Integration Server (MVIS), SystemBuilder Extensible Architecture (SBXA), and MV Visual Studio Code Extension (MVVS).

This isn't just a traditional customer support position. We are looking for someone who wants to get hands-on with the technology. You will dive deep into customer environments, contribute to Quality Assurance (QA) initiatives, and assist with lightweight development and automation tasks. Furthermore, as our team actively embraces Artificial Intelligence to modernize our systems, you will be joining at an exciting time where we are building and integrating cutting-edge AI capabilities. We are leveraging AI as a force multiplier—augmenting our engineering capabilities, eliminating daily operational bottlenecks, and empowering our entire team to work with unprecedented efficiency and innovation.

What You'll Do

• Customer Success: Act as a trusted technical advisor to our global customer base. You will champion customer success by ensuring the seamless deployment, configuration, and optimal usage of the entire MV product suite (including UniVerse, UniData, DBTools, MVIS, SBXA, and MVVS). Your focus will be on delivering an exceptional customer experience by driving complex technical challenges to strategic resolution while proactively managing customer expectations and operational continuity.
• Advanced Troubleshooting & AI Initiatives: Provide real-time, critical support in live customer production environments to resolve complex issues and prevent business interruptions. By combining deep product knowledge with a mastery of diagnostic tools across various operating systems (Windows, Linux, and AIX), you will conduct comprehensive Root Cause Analysis (RCA). You will also actively support the integration and optimization of our evolving AI workflows to streamline diagnostic processes.
• Cross-Functional QA: Partner with the Quality Assurance team to validate database engine patches and new releases. You will be actively involved in designing, executing, and refining test cases across different product features and versions, ensuring comprehensive test coverage and high-quality deliverables.
• Automation & Tooling: Develop and maintain automation solutions using various scripting languages (e.g., Python, Shell, or other interpreted languages) to streamline log analysis, support AI-driven workflows, and enhance internal automated testing environments.
• Code-Level Investigation: Serve as a vital technical link between frontline support and core development. You will engage in code-level diagnostics within our core C codebase to identify defect patterns, isolate software anomalies, and collaborate with senior engineers on structural fixes. By contributing to internal tooling and debugging efforts, you will play a direct role in enhancing the overall health, security, and reliability of our database engines.
• Knowledge Sharing: Drive operational excellence by cultivating a culture of continuous learning and shared expertise. You will author comprehensive technical documentation, establish best practices, and build robust knowledge bases that empower both our customers and internal teams. By actively identifying opportunities to modernize support workflows, you will help scale our team's capabilities and elevate our overall service delivery.
• Global Operational Readiness: Given the mission-critical nature of our enterprise systems, you will champion continuous availability by participating in scheduled on-call rotations. This includes providing essential support during after-hours, weekends, and holidays to rapidly respond to high-severity incidents and safeguard our customers' global business operations.

What You'll Bring

• 0 to 2 years of experience in Technical Support, Software Testing (QA), or a Junior Software Development role.
• Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
• Hands-on experience navigating, troubleshooting, and administering Windows, Linux, and AIX operating systems.
• Foundational knowledge of programming languages—specifically C and Python—with a strong willingness to read code, debug, and build automation scripts.
• An active interest in Artificial Intelligence and Large Language Models (LLMs), with a curiosity for how AI can be applied to modernize enterprise software and technical support workflows.
• A basic understanding of Database Management Systems (prior exposure to NoSQL or MultiValue databases is a distinct advantage).
• Familiarity with modern development and collaboration tools, such as version control systems (e.g., Git/Bitbucket) and issue-tracking software (e.g., Jira).
• A solid grasp of the Software Development Life Cycle (SDLC), Agile methodologies, and software testing principles.
• Strong critical thinking and analytical skills, with the ability to manage multiple priorities in a fast-paced environment.
• Excellent interpersonal and communication skills, coupled with a customer-first mindset and a collaborative team spirit.

#LI-Remote

#LI-JC1

Annual salary range for this position is between $46,000.00 - $62,100.00 gross before taxes.

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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: 781-577-4321 or send an email to people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

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!