In-Demand Principal technical support engineer Jobs in Vic

Principal Technical Support Engineer
Rocket Software —Melbourne VIC
- Full-time
- Customer service
- Research
- Communication skills
Principal Data Engineer
Ippon Technologies —Melbourne VIC
- Full-time
- Hybrid work
- Computer science
- Azure
- Computer Science
Quick Apply
Principal Process Engineer
Engeny —Melbourne VIC
- Full-time
- Hybrid work
- Engineering
- Business
- Leadership
- Parental leave
- Employee assistance program
Quick Apply
Technical Principal, Engineering Geology
SMEC —Melbourne VIC
- Full-time
- Engineering
- Bachelor's degree
- Budgeting
- Parental leave
9d
Principal Engineer
PEXA Group —Melbourne VIC
- Hybrid work
Quick Apply
Principal Engineer / Senior Project Manager
Egis Group —Melbourne VIC
- Contract
- Hybrid work
- Analysis skills
- Parental leave
- Employee assistance program
Quick Apply
Principal Engineer, Tech Ops
CSL Behring —Broadmeadows VIC
- Full-time
2d
Principal Data Engineer - Contract
The Business Agility Group —Tullamarine VIC
- Urgently hiring
- Hybrid work
- Azure
- Master's degree
- SQL
10d
Principal Engineer – Mission Integration
KBR —Melbourne VIC
- Full-time
- Leadership
- Health insurance
- Parental leave
Principal Structural Engineer - Advanced Analysis Specialist
AECOM —Melbourne VIC
- Full-time
- Hybrid work
- Bachelor's degree
- Scripting
- APIs
10d
Principal Transport Planning Engineer
City of Greater Geelong —Geelong VIC
- $125,701.97 a year
- Full-time
- Civil engineering
- Management
- Writing skills
Principal Customer Solutions Engineer
Rocket Software —Melbourne VIC
- Call employer
- Azure
- Computer Science
- Customer service
Principal Software Engineer
Commonwealth Bank —Melbourne VIC
- Full-time
- AWS
- APIs
- Leadership
2d
Principal Engineer
Xero —Hawthorn VIC
- Full-time
- Hybrid work
- AWS
Principal Engineer, Network Development & Planning (Transmission)
SP AusNet —Victoria
- Full-time
- Engineering
- Bachelor's degree
- Communication skills
Principal Power Systems Engineer
Vysus Group —Melbourne VIC
- Full-time
- Electrical experience
- Bachelor's degree
- Power tools
Quick Apply
Principal Engineer/ Team Leader - Ports and Maritime
Stantec —Melbourne VIC
- Part-time
- Management
- Business development
- Bachelor's degree
- Work from home
- Employee assistance program
Principal Security Engineer
Angle Finance —Melbourne VIC
- Hybrid work
- Computer Science
- Bachelor's degree
- Financial services
Principal Consultant – Sustainability Strategy, Implementation & Disclosure
ERM Group —Melbourne VIC
- Full-time
- Management
- Writing skills
- Business development
Principal/Senior Wastewater Modeller/Planning Engineer - Water
Stantec —Melbourne VIC
- Part-time
- Remote
- Engineering
- SQL
- Bachelor's degree
- Work from home
- Employee assistance program

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Principal Technical Support Engineer

Rocket Software -
Melbourne VIC

Apply Now

Job Details

Full-time

Qualifications

DB2
Customer service
Microsoft SQL Server
Research
Technical support
CICS
Product development
LDAP
Web services
Communication skills
MySQL

Full Job Description

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

Job Description Summary:

The Principal 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.

This role requires highly skilled and professional engineer to provide technical support to our enterprise customers using our COBOL and Enterprise solutions. The engineer will acquire in-depth knowledge of our products and deliver the best advice to our customers' issues. The engineer must be a good team player, willing to learn and share knowledge. The engineer will work with Development and Product Management to address product defects and enhancement requests. The engineer will also work with Sales, PreSales and Professional Services to address any concerns and thus the facilitating closure of sales and services.

Overview:

Customers run their most critical applications, often modernized from mainframe environments, on Enterprise Server. These systems power essential business operations and must be available around the clock. Because of this, our customers rely on us for fast, expert, 24x7 support to keep their mission critical workloads running smoothly. When a Severity 1 issue occurs, they expect immediate and effective action to protect their business, and we are the team they trust to deliver it.

Key Responsibilities:

Customer Support & Issue Resolution

Deliver advanced technical support across the Enterprise Server, Enterprise Developer, and Visual COBOL product families.
Lead customer calls and troubleshooting sessions for production and Severity 1 issues.
Validate the customer’s environment, error messages, and impact statements to accurately assess the issue.
Independently reproduce, analyse, and resolve complex and urgent technical problems.
Research solutions using internal documentation, knowledge bases, and diagnostic tools.
Develop reproducible test cases and submit high‑quality defect reports to R&D when required.
Recommend, prepare, and implement effective solutions to restore service.
Act as an escalation point for critical incidents and guide customers through resolution.

Customer Engagement & Communication

Set clear expectations with customers and ensure they understand the status and next steps.
Serve as a designated technical contact for strategic customers when required.
Lead customer escalation meetings with confidence and clarity.
Provide clear, concise communication in both written and verbal form.

Collaboration & Knowledge Sharing

Work closely with Product Development Managers and Engineering teams on product issues and enhancements.
Contribute technical articles, troubleshooting guides, and other content to the Knowledge Repository.
Regularly support and contribute to internal training initiatives.
Mentor, coach, and support other Support Engineers across all levels.
Organize and facilitate team sessions when cross‑functional support is needed.

Leadership & Continuous Improvement

Lead internal or cross‑functional projects as assigned, occasionally acting as a team or project lead.
Continuously expand your expertise across Rocket Software products through self‑directed learning.
Support weekend on‑call rotations on an as‑needed basis.

Required Qualifications & Experience:

Technical Expertise

Solid hands-on experience with programming languages such as COBOL, PL/I, C/C++ and Java
Strong working knowledge of relational database technologies: DB2, SQL Server, MySQL, Oracle.
Proficient with operating systems including Windows and UNIX/Linux.
Experience with mainframe technologies such as CICS, JCL/JES, IMS.
Understanding of security concepts for securing systems and network communication.
Working knowledge of Message Queues, Web Services, and LDAP.
Ability to diagnose and resolve network connectivity issues.

Professional Skills

Excellent written and verbal communication skills with strong customer service instincts.
Exceptional analytical and problem‑solving abilities, with the ability to identify root causes and define corrective actions.
Strong presentation and stakeholder management skills.
Able to remain calm and effective under pressure, particularly during customer outages or high‑impact scenarios.

#LI-Remote

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.

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

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 [email protected]. 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!

Apply Now

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