Precisely, a global leader in data integrity, is seeking a Support Engineer to provide world-class technical support for its suite of software and data enrichment products. This role requires the ability to investigate, analyze, and solve complex problems within enterprise environments, with a strong emphasis on mainframe systems and configuration.

• Location: Remote (United States)
• Employment Type: Full Time
• Focus: Mainframe troubleshooting, enterprise system diagnostics, complex problem resolution, and knowledge sharing.

Key Responsibilities: Enterprise Diagnostics and Knowledge Creation

The engineer is responsible for rapid, effective problem resolution and ensuring customer satisfaction within strict Service Level Agreements (SLAs).

• Complex Troubleshooting: Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• System Scope Determination: Understand the complexities of enterprise systems and determine if the cause of an issue is within the product, third-party libraries, user code, or platform libraries.
• Mainframe Support: Provide technical support for solutions that interface with Mainframe computers and the configuration of subsystems like DB2, CICS, IMS, and DASD.
• Documentation & Knowledge: Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Support Tools: Utilize and maintain ticket tracking systems, CRM (Salesforce.com preferred), and licensing software.
• On-Call: Work periodic weekend shifts for on-call support.

Required Skills & Knowledge: Deep Mainframe Expertise

Success requires substantial experience supporting complex software in a mainframe environment, alongside familiarity with common diagnostic tools.

• Mainframe Experience: 2+ years’ experience developing, implementing, or supporting technical solutions in the Mainframe.
• Subsystem Knowledge: Strong understanding of mainframe computers and configuration of subsystems and components such as DB2, CICS, IMS, Consoles, Memory, and DASD.
• Mainframe Tools: Technical experience supporting mainframe software, including knowledge and use of tools such as SMP/E, RACF, JCL, ISPF, REXX, USS, and FTP.
• Diagnostics: Familiarity with methods to obtain debug information, such as joblog, syslog, dumps, and traps.
• Server Stack: Practical experience in the Microsoft server-side product stack (Windows Server, SQL Server) and/or similar experience with Linux or UNIX.
• Education: Bachelor’s or Master’s degree in Computer Science, Systems Engineering, MIS, or equivalent work experience.

Good to Have:

• Knowledge and use of analytics platforms like Splunk, Kafka, or Elastic.
• Knowledge and use of ITOM / ITSM platforms (ServiceNow preferred).
• Experience supporting medium to large-scale SAP landscapes.