Technical Support Engineer-Mantis

Cincom Systems, Inc. Cincinnati, Ohio
technical technical support engineer mantis ibm cincom mainframe technical team software z/os z/vm engineer
November 29, 2022
Cincom Systems, Inc.
Cincinnati, Ohio
FULL_TIME
Technical Support Engineer - Mantis

Hybrid work situation

Responsibilities:
• Leads discovery sessions with customers to identify issues and details related to reported case.
• Provides status and updates to the customer.
• Gathers needed details from the customer.
• Adheres to the support guidelines during the life of an issue from initial entry through resolution.
• Coordinates problem-solving efforts when multiple parties are involved.
• Documents all activities related to reaching a resolution for the reported issue within the case management system and endeavors to validate that it is a product defect.
• Performs Root Cause Analysis, analyzes data, and runs tests upon finding a root cause.
• Determines and recommends the appropriate actions to take, aware that complex issues may need more input from the internal team before pursuing a particular path.
• Determines the appropriate method for delivery of the resolution to the customer, be it via mentoring, patch, hot fix or inclusion in a new release.
• Coordinates the resolution creation with the customer, support, engineering and product management.
• Interacts with team members as required to facilitate knowledge transfer and to accelerate product knowledge expertise.
• Support Engineers are expected to ensure conformity with established maintenance programs in order to achieve the company's product objectives and customer satisfaction.
• May serve as onsite consultant for services projects or complex product problem debugging. Service projects could be used as a training method to get Service Engineer current on the product.
• May need to deliver product training from existing product materials to the customer.

Technical Skills Required:
• Operating Systems: IBM z/OS Mainframe, IBM z/VSE Mainframe, and IBM z/VM Mainframe
• z/OS Mainframe and z/VSE JCL Mainframe
• TSO ISPF and z/VM XEDIT
• IBM CICS/TS and associated tools (TMON, etc.)
• Systems programmer expertise for CICS/TS, including dump reading
• IBM assembler language and LE
• IBM LE C and COBOL
• IBM DB2 and SQL usage
• IBM REXX
Nice to have technical background:
• Cincom MANTIS
• Compuware Xpediter
• Cincom SUPRA
Other software skills (MS Windows PC):
• Microsoft Office
• 3270 terminal emulation
• Eclipse

Experience Required
• Bachelor's/Master's degree or equivalent experience for Computer Science (or equivalent, IT, Data Science, etc.)
• Overall Experience: 5+ years

Applicants must be authorized to work in the United States on a full-time basis. All persons hired must complete the required employment eligibility verification form establishing authorization to work in the United States. The employer will not now or in the future provide work visa sponsorship for this position.

If you are interested in joining our team, please APPLY NOW. Be sure to attach a copy of your RESUME and to reference Requisition 4751.

an equal opportunity employer

We offer a competitive base salary plus benefits

About Cincom Systems

Cincom creates and delivers software and services to clients worldwide who need to innovate and simplify complex business processes. Cincom's easy-to-use, high-value software solutions empower clients to overcome operation obstacles, paving the way to higher productivity, sustainability, and profit. Cincom serves thousands of clients on six continents.

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