The Role
The Technical Consultant is responsible for managing client relationships, providing technical support, troubleshooting software incidents, and collaborating with teams to implement solutions.
Summary Generated by Built In
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.
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The Company
What We Do
PartnerOne is an enterprise software company that manages the world’s largest data environments through virtualized cloud storage, hyper-automation, artificial intelligence, and metadata analytics. Contrary to other software companies, we play a mission-critical role in not just one, but many aspects of the enterprise Big Data cycle. Over 1250 of the world’s largest data environments rely on our software for their most critical needs and to safeguard their most valuable data.
