Technical Consultant

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. 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.