📍 Job Overview

Job Title: Associate Technical Support Engineer - NextGen
Company: Rocket Companies
Location: Newbury, West Berkshire, United Kingdom
Job Type: Hybrid (2-3 days per week in the office)
Category: Technical Support & Customer Service
Date Posted: June 18, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site/Hybrid

🚀 Role Summary

Key Responsibilities: Resolve technical issues for customers, collaborate with engineering teams, and contribute to new feature development and bug fixes.
Key Skills: Technical support, problem-solving, coding, collaboration, Agile, debugging, customer service, COBOL, Java, C++, C#, Linux, Unix, Windows, Cloud, Databases.

📝 Enhancement Note: This role focuses on customer support and problem resolution, with a significant emphasis on coding and collaboration with engineering teams. It is an entry-level position suitable for recent graduates or junior professionals seeking to develop their technical skills in a supportive environment.

💻 Primary Responsibilities

Resolve Technical Issues: Investigate and resolve complex technical problems affecting business-critical accounts, using appropriate diagnostic techniques such as trace analysis or debugging through the system source code.
Collaborate with Engineering Teams: Work closely with engineering teams to develop new features, investigate bug fixes, and deliver permanent solutions to customers.
Mentor and Guide: Act as a mentor, guide, and leader to other employees, providing technical expertise and support.
Articulate Solutions: Clearly communicate resolutions to external customers/clients, explaining technical concepts in an understandable manner.
Gain Exposure to Various Technologies: Develop skills in a variety of technologies, including databases, operating systems, programming languages, system-level IBM mainframe experience, and cloud environments.

📝 Enhancement Note: This role requires strong problem-solving skills, the ability to work effectively with customers, and a willingness to learn and adapt in a dynamic environment. Successful candidates will be comfortable working with a variety of technologies and collaborating with cross-functional teams.

🎓 Skills & Qualifications

Education: A 2:1 degree or higher in an engineering or science-based discipline is required.

Experience: Strong evidence of academic, personal, or commercial coding experience is essential. No prior COBOL experience is required, as the role comes with a structured training program.

Required Skills:

Ability to quickly develop technical knowledge on one or more Rocket products
Ability to quickly develop conceptual and technical knowledge of Rocket products, including new releases, new products, and interfaces
Strong problem-solving skills and attention to detail
Excellent communication and interpersonal skills
Self-motivated and eager to learn, both independently and in a team setting
Strong evidence of academic, personal, or commercial coding experience

Preferred Skills:

Experience coding in COBOL, C, C++, C#, or Java
Interest in and participation in personal coding projects or open-source contributions
Good working knowledge of Windows, Unix, or Linux environments
Awareness of Agile and Scrum development methodologies

📝 Enhancement Note: While a degree in an engineering or science-based discipline is required, the role is suitable for recent graduates or junior professionals with strong coding experience. The structured training program will provide the necessary foundation for success in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate Coding Experience: Showcase your coding experience through personal projects, academic work, or open-source contributions, highlighting your proficiency in COBOL, C, C++, C#, Java, or other relevant programming languages.
Problem-Solving Skills: Provide examples of complex problems you've solved, explaining your approach, the tools you used, and the outcome.
Customer Service Experience: If you have experience in customer service or support, highlight any relevant skills or achievements that demonstrate your ability to work effectively with customers.

Technical Documentation:

Code Quality: Demonstrate your commitment to code quality by including comments, version control, and proper documentation in your portfolio projects.
Testing Methodologies: Showcase your understanding of testing methodologies by including unit tests, integration tests, or other forms of testing in your projects.
Performance Metrics: If applicable, include performance metrics or optimization techniques used in your projects to demonstrate your ability to deliver high-quality solutions.

📝 Enhancement Note: While this role is not primarily focused on web development, a strong portfolio demonstrating your coding skills and problem-solving abilities will be essential for success. Highlight any projects that showcase your ability to work with customers and collaborate with cross-functional teams.

💵 Compensation & Benefits

Salary Range: £25,000 - £35,000 per annum (Based on UK market research for entry-level technical support roles with relevant experience)

Benefits:

In-Person Training Programme: A structured training program designed to teach you the fundamentals and set you up for success, held in the Newbury office.
Mentorship from Industry Experts: A well-established mentoring program where you'll receive guidance from experienced engineers to help grow your skills and career.
Unlimited Holiday: Encouraging a healthy work-life balance.
Hybrid Working: Typically 2-3 days per week in the Newbury office, with flexibility to work remotely.

Working Hours: Full-time (40 hours per week), with some after-hours, weekend, and holiday work as required.

📝 Enhancement Note: The salary range provided is based on UK market research for entry-level technical support roles with relevant experience. The benefits package is designed to support the professional development and work-life balance of employees in this role.

🎯 Team & Company Context

Company Culture:

Industry: Software development and enterprise technologies.
Company Size: Medium-sized (approx. 2,500 employees worldwide).
Founded: 1990, with a rich history in enterprise software development and support.

Team Structure:

The technical support team works closely with engineering teams, professional services, and technical support teams to deliver high-quality solutions to customers.
The team is structured to provide mentorship and guidance to junior team members, fostering a collaborative and supportive work environment.

Development Methodology:

Agile and Scrum development methodologies are used to manage projects and deliver new features and bug fixes to customers.
The team follows best practices for code review, testing, and quality assurance to ensure the delivery of robust and reliable software.

Company Website: Rocket Companies

📝 Enhancement Note: Rocket Companies has a strong focus on enterprise software development and support, with a commitment to delivering high-quality solutions to customers worldwide. The company's culture is collaborative and supportive, with a focus on professional development and growth.

📈 Career & Growth Analysis

Technical Support Career Level: Entry-level, with opportunities for growth and development in technical support, engineering, or other related roles.

Reporting Structure: The role reports directly to the Technical Support Manager, with opportunities for mentorship and guidance from experienced engineers and team members.

Technical Impact: The role has a direct impact on customer satisfaction and the success of Rocket Companies' enterprise software solutions. Successful candidates will be instrumental in resolving technical issues, collaborating with engineering teams, and delivering high-quality solutions to customers.

Growth Opportunities:

Technical Skill Development: Gain exposure to a variety of technologies, including databases, operating systems, programming languages, system-level IBM mainframe experience, and cloud environments.
Career Progression: With experience and demonstrated success, candidates may progress to more senior technical support roles, engineering roles, or other related positions within the company.
Leadership Development: As the role involves mentoring and guiding other employees, candidates will have the opportunity to develop their leadership skills and take on more responsibilities over time.

📝 Enhancement Note: This role offers significant opportunities for growth and development, with exposure to a variety of technologies and a supportive work environment. Successful candidates will have the opportunity to progress to more senior roles within the company, with a focus on technical skill development and leadership growth.

🌐 Work Environment

Office Type: Hybrid, with a focus on collaboration and mentorship in the office environment and flexibility to work remotely.

Office Location(s): Newbury, West Berkshire, United Kingdom.

Workspace Context:

Collaborative Workspace: The office environment is designed to foster collaboration and mentorship, with open-plan workspaces and dedicated meeting rooms for team discussions and project planning.
Development Tools: The team uses a variety of development tools, including integrated development environments (IDEs), version control systems, and project management software to support the delivery of high-quality solutions.
Cross-Functional Collaboration: The technical support team works closely with engineering teams, professional services, and technical support teams to deliver high-quality solutions to customers. This collaboration fosters a dynamic and engaging work environment.

Work Schedule: Full-time (40 hours per week), with some after-hours, weekend, and holiday work as required to support customers and deliver high-quality solutions.

📝 Enhancement Note: The hybrid work environment at Rocket Companies is designed to support collaboration, mentorship, and professional development, with a focus on delivering high-quality solutions to customers. The company offers a dynamic and engaging work environment, with opportunities for growth and development in technical support, engineering, or other related roles.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your application, experience, and motivation for the role.
Technical Assessment: A hands-on technical assessment, focusing on your problem-solving skills, coding ability, and understanding of technical support principles.
Behavioral Interview: A discussion-based interview to assess your communication skills, customer service experience, and cultural fit within the team.
Final Interview: A meeting with the Technical Support Manager to discuss your assessment results, answer any questions, and make a final decision on your application.

Portfolio Review Tips:

Highlight Relevant Projects: Focus on projects that demonstrate your coding skills, problem-solving abilities, and customer service experience.
Showcase Your Approach: Explain your approach to resolving technical issues, collaborating with customers, and working with cross-functional teams.
Demonstrate Your Understanding: Showcase your understanding of technical support principles, customer service best practices, and the role of a technical support engineer within the company.

Technical Challenge Preparation:

Brush Up on Your Coding Skills: Review your coding skills, focusing on COBOL, C, C++, C#, Java, or other relevant programming languages.
Practice Problem-Solving: Work on problem-solving exercises and challenges to hone your skills and demonstrate your ability to resolve complex technical issues.
Prepare for Customer Service Scenarios: Practice handling customer service scenarios, focusing on active listening, communication, and problem resolution.

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, problem-solving abilities, and customer service experience. The portfolio review and technical challenge preparation tips are intended to help you demonstrate your skills and understanding of the role, with a focus on collaboration, mentorship, and professional development.

🛠 Technology Stack & Web Infrastructure

Technical Stack:

Programming Languages: COBOL, C, C++, C#, Java, or other relevant programming languages.
Databases: Oracle, DB2, MS SQL Server.
Operating Systems: Windows, Linux/UNIX, Z/OS.
Cloud Environments: AWS, Azure, GCP.
System-Level IBM Mainframe Experience: CICS, IMS, JCL.

Development & DevOps Tools:

Integrated Development Environments (IDEs): Rocket's enterprise suite of development tools, including Rocket BluePrint, Rocket COBOL, and Rocket Enterprise Suite.
Version Control Systems: Git, Subversion, or other relevant version control systems.
Project Management Software: Jira, Confluence, or other relevant project management tools.

📝 Enhancement Note: The technology stack for this role is designed to support the delivery of high-quality enterprise software solutions to customers. The development and DevOps tools are tailored to the specific needs of the team and the company's enterprise suite of products.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: A commitment to delivering high-quality solutions to customers, with a focus on customer satisfaction and success.
Collaboration: A collaborative and supportive work environment, with a focus on mentorship, guidance, and professional development.
Continuous Learning: A commitment to continuous learning and improvement, with a focus on staying up-to-date with the latest technologies and best practices.
Problem-Solving: A proactive approach to problem-solving, with a focus on resolving complex technical issues and delivering innovative solutions to customers.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with engineering teams, professional services, and technical support teams to deliver high-quality solutions to customers.
Code Review Culture: The team follows best practices for code review, testing, and quality assurance to ensure the delivery of robust and reliable software.
Knowledge Sharing: The team fosters a culture of knowledge sharing and mentorship, with a focus on supporting the professional development of junior team members.

📝 Enhancement Note: The technical support team at Rocket Companies is committed to delivering high-quality solutions to customers, with a focus on collaboration, mentorship, and professional development. The team's values and collaboration style are designed to support a dynamic and engaging work environment, with opportunities for growth and development in technical support, engineering, or other related roles.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Technical Issues: Resolve complex technical issues affecting business-critical accounts, using appropriate diagnostic techniques such as trace analysis or debugging through the system source code.
Customer Expectations: Meet and exceed customer expectations for resolution time, quality, and communication.
Emerging Technologies: Stay up-to-date with the latest technologies and best practices, adapting your skills and knowledge to support the delivery of high-quality solutions to customers.

Learning & Development Opportunities:

Technical Skill Development: Gain exposure to a variety of technologies, including databases, operating systems, programming languages, system-level IBM mainframe experience, and cloud environments.
Career Progression: With experience and demonstrated success, candidates may progress to more senior technical support roles, engineering roles, or other related positions within the company.
Leadership Development: As the role involves mentoring and guiding other employees, candidates will have the opportunity to develop their leadership skills and take on more responsibilities over time.

📝 Enhancement Note: This role offers significant opportunities for growth and development, with exposure to a variety of technologies and a supportive work environment. Successful candidates will have the opportunity to progress to more senior roles within the company, with a focus on technical skill development and leadership growth.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe your approach to resolving complex technical issues, focusing on your problem-solving skills, coding ability, and understanding of technical support principles.
Customer Service: Discuss your experience with customer service, focusing on active listening, communication, and problem resolution.
Technical Support Principles: Explain your understanding of technical support principles, customer service best practices, and the role of a technical support engineer within the company.

Company & Culture Questions:

Company Culture: Describe what you understand about Rocket Companies' culture, focusing on collaboration, mentorship, and professional development.
Team Dynamics: Discuss your understanding of the technical support team's dynamics, focusing on collaboration, knowledge sharing, and mentorial relationships.
Customer Focus: Explain your commitment to delivering high-quality solutions to customers, with a focus on customer satisfaction and success.

Portfolio Presentation Strategy:

Highlight Relevant Projects: Focus on projects that demonstrate your coding skills, problem-solving abilities, and customer service experience.
Showcase Your Approach: Explain your approach to resolving technical issues, collaborating with customers, and working with cross-functional teams.
Demonstrate Your Understanding: Showcase your understanding of technical support principles, customer service best practices, and the role of a technical support engineer within the company.

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, problem-solving abilities, and customer service experience. The technical questions, company and culture questions, and portfolio presentation strategy tips are intended to help you demonstrate your skills and understanding of the role, with a focus on collaboration, mentorship, and professional development.

📌 Application Steps

To apply for this technical support engineer position:

Submit Your Application: Submit your application through the application link provided.
Prepare Your Portfolio: Customize your portfolio to highlight relevant projects, focusing on your coding skills, problem-solving abilities, and customer service experience.
Optimize Your Resume: Tailor your resume to emphasize your technical skills, problem-solving abilities, and customer service experience, with a focus on relevant keywords and achievements.
Prepare for Interviews: Brush up on your coding skills, practice problem-solving exercises, and prepare for customer service scenarios to demonstrate your skills and understanding of the role.
Research the Company: Learn about Rocket Companies' culture, values, and commitment to delivering high-quality solutions to customers, with a focus on collaboration, mentorship, and professional development.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Associate Technical Support Engineer - NextGen