Principal Technical Support Engineer

TL;DR

Principal Technical Support Engineer (COBOL/Enterprise): Deliver advanced technical support for Enterprise Server, Enterprise Developer, and Visual COBOL products with an accent on troubleshooting Severity 1 issues and mission-critical workloads. Focus on reproducing complex problems, analyzing environments, collaborating with R&D on defects, and implementing solutions to restore service.

Location: AUS Melbourne Office

Company

hirify.global provides COBOL and enterprise solutions for modernizing mainframe applications and ensuring 24x7 availability of critical business systems.

What you will do

• Provide advanced support across Enterprise Server, Enterprise Developer, and Visual COBOL, leading troubleshooting for production and Severity 1 issues.
• Validate customer environments, reproduce issues, analyze errors, and develop test cases for R&D defect reports.
• Recommend and implement solutions, act as escalation point, and guide customers through resolutions.
• Collaborate with Development, Product Management, Sales, PreSales, and Professional Services on issues, enhancements, and sales closure.
• Mentor support engineers, contribute to knowledge base, and lead internal training and cross-functional projects.
• Participate in weekend on-call rotations as needed.

Requirements

• Hands-on experience with COBOL, PL/I, C/C++, Java.
• Strong knowledge of DB2, SQL Server, MySQL, Oracle; Windows, UNIX/Linux; mainframe tech like CICS, JCL/JES, IMS.
• Understanding of security, Message Queues, Web Services, LDAP, network diagnostics.
• Excellent communication, analytical problem-solving, stakeholder management skills.
• Ability to work under pressure during outages.

Culture & Benefits

• Work in a diverse, equal opportunity environment with background checks.
• Support for reasonable accommodations for disabilities.
• Collaborative team focused on learning, knowledge sharing, and customer success.
• Opportunity for self-directed learning and expertise expansion across products.