Designated Support Engineer — Premium Support

Rocket Software, Inc.; Northern (KY); Hybrid; USD 98,000 - 132,000; Full time

Benefits offered by this job

Unlimited vacation time

Health & wellness coverage

Life and disability coverage

401(k) and Roth with matching

Student debt relief program

Tuition and certificate reimbursement

Leadership and skills training

Job summary

Rocket Software Inc. is seeking a Designated Support Engineer to work with a strategic US government customer. The role provides deep, hands‑on support for Rocket connectivity products like Infoconnect Desktop and Secure Host Access, acting as an extension of the customer IT team.

The DSE will develop knowledge of the customer environment, perform proactive issue identification, and drive resolution with cross‑functional Rocket groups. A U.S.

Qualifications

• Minimum 5 years in a technical, customer‑facing IT role.
• Strong Linux/Unix knowledge and command line troubleshooting.
• Scripting skills (Bash, Python, PowerShell or Perl) for automation.
• Experience with container deployments and Kubernetes basics.
• Understanding of TCP/IP, firewalls, TLS/SSL, Kerberos and LDAP security.
• Excellent written and verbal communication with customers.
• Systematic troubleshooting in mission‑critical environments.
• Eligible for U.S. Government MBI clearance is required.

Responsibilities

• Serve as primary Rocket technical contact for IT staff and end users.
• Support Infoconnect Desktop and Secure Host Access connectivity products.
• Troubleshoot, escalate to 3rd line engineering, and own issues to resolution.
• Develop deep knowledge of customer infrastructure and workflows.
• Identify potential issues and communicate needs to account/product teams.
• Maintain documentation of issues, resolutions, and configurations.
• Collaborate with account teams, services, and product management.

Skills

5+ years in technical support

Linux/Unix

Scripting

Kubernetes

Networking & Security

Communication

Problem solving

Clearance (MBI)

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description Summary: A Designated 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.

Unlike traditional support roles, a DSE develops deep familiarity with a customer's specific environment, workflows, and priorities — serving as a trusted extension of their IT team. This position supports the customer under the Rocket Premium Support program, focusing on Rocket's connectivity product portfolio including Infoconnect Desktop and Secure Host Access.

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)

About Rocket Software

Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back‑end systems that thousands of brands rely on every day.

At Rocket, software is about more than just code — it's about people. We are passionate problem‑solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide.

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.

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 [e-mail].

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

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