Dedicated Support Engineer — Premium Support
About the role
It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description Summary: A Dedicated Support Engineer (DSE) at Rocket Software is an embedded technical resource assigned directly to a strategic customer account. This role supports a US Government agency under the Rocket Premium Support program, focusing on Rocket's connectivity product portfolio including Infoconnect Desktop and Secure Host Access supporting 40,000 users. Note: This role requires a U.S. Government Minimum Background Investigation (MBI). Candidates must be eligible to obtain and maintain this clearance as a condition of employment. At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Responsibilities
- Dedicated Account Support: Serve as a primary Rocket Software technical contact for IT staff and their end users, providing proactive and reactive support for desktop and server-based connectivity products
- Terminal Emulation / Connectivity: Support end users on Infoconnect & Secure Host Access with the complete Rocket Software solution
- Issue Resolution: Troubleshoot and resolve product issues, escalating to 3rd line engineering when appropriate, and owning issues through to resolution
- Environment Knowledge: Develop and maintain deep familiarity with the customer's infrastructure, configurations, and operational processes
- Proactive Engagement: Identify potential issues, product gaps, and customer needs before they become problems — and communicate them back to Rocket account and product teams
- Documentation: Maintain accurate records of issues, resolutions, and environment-specific configurations
- Cross-Functional Collaboration: Work closely with Rocket's account team, professional services, and product management to ensure a consistent customer experience
Qualifications
- Experience: 5 or more years in a technical support customer-facing IT role
- Linux / Unix: Solid working knowledge of Linux/Unix operating systems, including command-line troubleshooting and system administration
- Scripting: Scripting skills (Bash, Python, PowerShell or Perl) for automation and log analysis
- Containers & Orchestration: Hands-on experience with containerized application deployments, including working knowledge of Kubernetes — cluster management, pod scheduling, resource configuration, and troubleshooting workloads running in containerized environments
- Networking & Security: Understanding of enterprise networking concepts (TCP/IP, firewalls, load balancers) and security protocols (TLS/SSL, PKI, Kerberos, LDAP)
- Communication: Strong written and verbal communication skills; comfortable working directly with customer IT staff and end users
- Problem Solving: Methodical approach to troubleshooting complex issues in large, mission-critical environments
- Clearance: Must be eligible for U.S. Government Minimum Background Investigation (MBI)
Benefits
- Unlimited Vacation Time as well as paid holidays and sick time
- Health and Wellness coverage options for Rocketeers and dependents
- Life and disability coverage
- Fidelity 401(k) and Roth Retirement Savings with matching contributions
- Monthly student debt benefit program
- Tuition Reimbursement and Certificate Reimbursement Program opportunities