**It's fun to work in a company where people truly BELIEVE in what they're doing!** **Job Description Summary:** The Associate Technical Support Engineer assists Rocket customers with questions and problems regarding the installation, setup, configuration and functionality of Rocket Software 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 permanent solutions. The Engineer will typically work as part of a team with limited direction This position offers hybrid setup with the flexibility to work from any location in Lithuania, whether it's your home or our office in Vilnius. **Essential Duties & Responsibilities** + Able to assess customer needs and set expectations. + Handle moderate to complex application guidance and level II customer support and resolution for assigned product list. + Responsible for handling a high volume of administrative cases. + Verify accuracy of business impact statement as provided by the customer. + Perform, with limited direction, problem verification by confirming customer’s environment, error messages, and symptoms of a problem. + Able to troubleshoot common problems. + Research moderate cases using knowledge bases, documentation etc. + Gather information to develop reproducible cases. + Prepare, recommend and implement solutions. + Mastery of creating case tracking details for use by team members for similar/future problem resolution. + 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. + Act as the go-to Technical Support Engineer for Technical Support Technicians. + Assist other Support Engineers at different levels. + Write collateral at an appropriate level. + Contributes to training. **Experience & Qualifications:** + 2+ years of technical engineering support. + Preferred technical computer knowledge. + Bachelor of Science Degree preferred. + Available for some after hours, weekend and/or holiday work. **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-Remote \#LI-UK1 ... **What Rocket Software can offer you in Vilnius:** **Health Insurance: Choose from 3 great options!** **Generous Time Off: Enjoy 25 days of annual leave, plus Juneteenth as an extra day off for everyone.** **Rocket enhanced parental leave benefit.** **Easy Sick Days: Get 6 days of fully paid sick leave without needing a medical certificate.** **Employee Assistance Program – Digital Courses & Meditations, Certified Personal Coaching & Personal Therapy sessions.** **Workcation Policy: Enjoy the flexibility to work from a vacation spot, combining work and leisure.** **Choose your own hybrid/remote work model** Annual salary range for this position is between €17,710.00 - €32,890.00 gross before taxes. Salary range applies only to candidates in Lithuania Salary offer for the candidate is determined based on the predefined salary ranges for the position and depends on the level of competence and experience of the candidate. 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. _If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_ Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.