[Remote] Technical Consultant
Note: The job is a remote job and is open to candidates in USA. PartnerOne is seeking a Technical Consultant to act as the primary point of contact for technical support inquiries related to their Output Management software suite. The role involves providing tiered support, troubleshooting complex incidents, and collaborating with cross-functional teams to ensure client satisfaction and continuous improvement in support processes.
Responsibilities
- Act as the primary point of contact for technical support inquiries regarding our Output Management software suite
- Provide comprehensive Level 1, 2, and 3 technical support for software solutions running on IBM z/OS (MVS) environments at client sites
- Diagnose and resolve complex technical and application-level incidents reported by clients
- Investigate and correct incidents within relevant modules (COBOL, JCL, TSO/ISPF, etc.) to develop and deliver effective patches
- Partner with internal R&D/development teams and product experts, as well as external client operations teams to ensure seamless resolution
- Define, develop, and execute non-regression test suites to ensure stability
- Deploy patches and provide hands-on assistance to clients during their implementation
- Author and maintain high-quality technical documentation, operational procedures, and knowledge-base articles
- Proactively contribute to the refinement and optimization of support processes and workflows
- Provide L1/L2 support for modern software solutions (Windows clients, Windows Servers, or Linux/Kubernetes-based environments)
- Assist the Services team with document design projects using our next-generation software offerings
Skills
- Strong proficiency in the IBM z/OS (MVS) ecosystem
- Expert-level knowledge of JCL and COBOL
- Solid understanding of VSAM file management systems
- Experience with ticketing systems and collaborative platforms (e.g., Zoho Desk, MS SharePoint)
- Bachelor's or Master's degree in Computer Science, Information Technology, or equivalent experience
- 2 to 5 years of professional experience in a similar support or engineering role
- French (fluent) and English (professional)
- 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
- Proven capacity to commit to the long-term learning and mastery of complex, legacy, and modern software architectures
- Operational or technical knowledge of Output Management (e.g., print shop workflows, inserting/mailing processes, AFP print formats)
- Advanced proficiency in MS Word is a plus
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