Description

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.

Requirements

Required Technical Skills

• Mainframe Mastery: Strong proficiency in the IBM z/OS (MVS) ecosystem.

• Development Languages: Expert-level knowledge of JCL and COBOL.

• File Management: Solid understanding of VSAM file management systems.

• Domain Expertise (Preferred): Operational or technical knowledge of Output Management (e.g., print shop workflows, inserting/mailing processes, AFP print formats).

• Tooling: Experience with ticketing systems and collaborative platforms (e.g., Zoho Desk, MS SharePoint).

• Office Suite: Advanced proficiency in MS Word is a plus.

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent experience.

• Experience: 2 to 5 years of professional experience in a similar support or engineering role.

• Languages: French (fluent) and English (professional)

• Soft Skills: * Strong client-facing communication skills, with the ability to translate complex technical issues into clear business language.

• High level of rigor, autonomy, strong service orientation, and analytical thinking.

• Learning Agility: Proven capacity to commit to the long-term learning and mastery of complex, legacy, and modern software architectures.