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Level Two / Software Support Engineer

To apply to this position, please send a well-written email and resume to opportunities@rocketmatter.com.

Do you like to solve problems and work with smart people? Do you thrive in a fast paced environment where your contribution is appreciated and celebrated? Are you an adaptive personality who enjoys the challenge of figuring something out for yourself? Then you need to consider joining Rocket Matter.

We are looking for a Software Support Engineer (also known as a Level Two Engineer) to become a fundamental member of our team.

Rocket Matter makes cloud-based software used by thousands of law firms around the country and internationally. We are dynamic, innovative and dedicated to providing our partners with an easy-to-use and powerful platform to run their law firms. We are a bona fide dogs-in-the-office ping-pong-playing slice of Silicon Valley right here in South Florida.

ABOUT THE ROLE

The Software Support Engineer is an integral part of any Software-as-a-Service (SaaS) business with a strong focus on customer service and success. Your role is critical in delivering solutions to issues that could not otherwise be solved by a support call.

Your primary responsibility is to resolve requests escalated by our Support Specialists. You will be in direct contact with the Support department to understand what the problem is and how to reproduce it, and then will rely on your skills to resolve the issue at hand. You’re a great problem solver, relying on logic and debugging skills, with the help of Visual Studio and SQL Server Manager, to provide satisfactory and timely resolutions for our customers.

You will need to build your expertise with our system, understanding the Rocket Matter product inside and out. Knowledge of SQL and C# is mandatory, and experience with JavaScript is a big plus. Debugging tools such as the Windows Event Viewer, SQL Server Management Studio, SQL Profiler, and browser developer consoles will be great assets to you.

We are very interested in individuals who have a track record of finding creative solutions to unique problems, and who will thrive in challenging situations while providing high quality technical support for our valued customers. The right candidate will be someone with ideally under four years experience looking for an exciting opportunity for career advancement with a growing software company.

RESPONSIBILITIES

  • Communicating with Support to understand issues presented in the tickets
  • Resolve issues escalated by support
  • Debug the code to find the source of errors
  • Understand the application inside and out and become proficient in its features
  • Successfully test your fixes to make sure the issue is adequately resolved
  • Run reports against the database for other departments
  • Communicate estimated times of completion and keep Support updated about your progress

REQUIREMENTS

  • Four-year degree (BA/BS) or equivalent REQUIRED
  • Skilled with SQL, C#
  • Experience with JS Optional
  • Experience with SQL Server Management Studio, SQL Profiler, Browser developer console Optional
  • Strong interpersonal skills (friendly, easy to work with)
  • Excellent time management skills
  • Quick learner who is self motivated with a strong sense of urgency
  • Able to work independently in an entrepreneurial environment and adaptive to change
  • Written and verbal skills; excellent phone manners

EDUCATION

  • Bachelor’s degree in computer science, engineering or related field

BENEFITS

  • Paid Time Off
  • Base Salary + Bonuses
  • Medical & Dental Insurance
  • IRA with company contributions
  • Stocked refrigerator & unlimited M&M’s
  • Invigorating and fun Culture
  • Ping Pong and Game Tournaments
  • Casual Dress
  • Committed to work/life balance
  • Dogs in the office

The Company is an Equal Employment Opportunity employer and values the strength that diversity brings to the workplace.

To apply to this position, please send a well-written email and resume to opportunities@rocketmatter.com.