Dedicated Support Engineer — Premium Support

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.

Key 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

Required Skills & 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)

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Annual salary range for this position is between $97,500.00 - $131,625.00 gross before taxes.

Annual salary range for this position is between $97,500.00 - $131,625.00 gross before taxes.

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What Rocket Software can offer you in USA:

• 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

• Leadership and skills training opportunities

EOE M/F/Vet/Disability.  Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.  If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected].  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!