Syncsort Incorporated

  • Mainframe Software Support Engineer

    Job Locations US-MA-Burlington
    Job ID
    Customer Support
    Regular Full-Time
  • Overview

    A Mainframe Software Support Engineer is responsible for solving complex issues and developing unique solutions to make our customers successful. Our customers depend on our highly skilled technical engineers in our customer support group to help drive their success. Strong problem-solving skills, communication, and the ability to develop creative solutions are a must.


    • Provide world class technical solutions over phone, email, WebEx, and occasionally onsite.
    • Address and resolve issues quickly and effectively to ensure customer satisfaction.
    • Investigate, analyze, and solve complex problems occurring on a wide range of platforms and software systems.
    • Replicate customer issues in house, and work closely with QA and Development teams to resolve problems when required.
    • Be able to understand the complexities of enterprise systems and be able to determine if the cause of an issue is the product, third party libraries, user developed code or jobs, or platform libraries.
    • Debug issues and implement resolutions in multiple product areas across a variety of environments.
    • Design and implement product functionality and tools to aid in debugging and resolving customer problems.
    • Create comprehensive internal and external Knowledge Base documentation for use by customers and team members.
    • Take advantage of the team's collective knowledge and tools, to be able to quickly determine the best solutions.
    • Continuously learn new technology, tools, systems, and sharing knowledge within the team.


    • A minimum of 2 years’ experience working with IBM mainframes running z/OS operating system is required. Ideally, this is in a systems related role, such as Operations or Systems Programming.
    • Working knowledge of major z/OS ecosystem and subsystem components - JES, DFSMS, WLM, DB2, CICS, RACF, SMF, SMP/E, VSAM, IMS and USS.
    • Proficient in use of systems tools and utilities – JCL, SDSF, IDCAMS.
    • Strong debugging and problem-solving skills, with experience with IPCS and reading system dumps.
    • Strong verbal and written communication skills with the goal being to always provide the best experience to our customers.
    • Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
    • A strong desire to learn new technology and the ability to understand new concepts quickly.
    • Understanding of software design principals, software development lifecycle, system design, networking architecture, and database systems and concepts.
    • Knowledge and experience with the following are a plus
      • Syncsort Mainframe products such as MFX, Ironstream, Zen, EZ-DB2,
      • z/OS Sorting, batch processing, security, or metric collection.
      • Working knowledge of other OS platforms such as IBM iSeries (AS/400), Linux, Unix, Windows


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