Technical Support Engineer I

Job Description Summary: It's fun to work in a company where people truly BELIEVE in what they're doing! 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. What You’ll Do Customer Success: Act as a trusted technical advisor to our global customer base, ensuring seamless deployment, configuration, and optimal usage of the MV product suite, driving complex technical challenges to strategic resolution while proactively managing expectations. Advanced Troubleshooting & AI Initiatives: Provide real‑time, critical support in live customer production environments, conduct root cause analysis, and actively support the integration and optimization of evolving AI workflows. Cross‑Functional QA: Partner with the QA team to validate database engine patches and new releases, designing, executing, and refining test cases to ensure comprehensive coverage and high quality. Automation & Tooling: Develop and maintain automation solutions using scripting languages to streamline log analysis, support AI‑driven workflows, and enhance internal automated testing environments. Code‑Level Investigation: Engage in code‑level diagnostics within our core C codebase, identify defect patterns, and collaborate with senior engineers to implement structural fixes. Knowledge Sharing: Author comprehensive technical documentation, establish best practices, and build robust knowledge bases to modernize support workflows and scale team capabilities. Global Operational Readiness: Participate in scheduled on‑call rotations, providing essential support during after‑hours, weekends, and holidays to rapidly respond to high‑severity incidents. 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 curiosity for how AI can modernize enterprise software and 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 (Git/Bitbucket) and issue‑tracking software (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. Benefits 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: View phone number on click.appcast.io or send an email to View email address on click.appcast.io. 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. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future. #J-18808-Ljbffr