Technical Consultant

Core Responsibilities

• Client Relationship Management: Act as the primary point of contact for technical support inquiries regarding our Output Management software suite.
• Tiered Support: Provide comprehensive Level 1, 2, and 3 technical support for software solutions running on IBM z/OS (MVS) environments at client sites.
• Troubleshooting & Resolution: Diagnose and resolve complex technical and application-level incidents reported by clients.
• Patch Development: Investigate and correct incidents within relevant modules (COBOL, JCL, TSO/ISPF, etc.) to develop and deliver effective patches.
• Cross-Functional Collaboration: Partner with internal R&D/development teams and product experts, as well as external client operations teams to ensure seamless resolution.
• Quality Assurance: Define, develop, and execute non-regression test suites to ensure stability.
• Delivery & Implementation: Deploy patches and provide hands-on assistance to clients during their implementation.
• Technical Documentation: Author and maintain high-quality technical documentation, operational procedures, and knowledge-base articles.
• Continuous Improvement: Proactively contribute to the refinement and optimization of support processes and workflows.

Secondary Responsibilities

• Modern Platform Support: Provide L1/L2 support for modern software solutions (Windows clients, Windows Servers, or Linux/Kubernetes-based environments).
• Services Collaboration: Assist the Services team with document design projects using our next-generation software offerings.