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.

• 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.

• 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.

• 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