Designated Support Engineer
Listed on 2026-09-01
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IT/Tech
IT Support, Systems Administrator, Technical Support, Cybersecurity
Designated Support Engineer
It's fun to work in a company where people truly BELIEVE in what they're doing!
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.
It's fun to work in a company where people truly BELIEVE in what they're doing!
A Designated Support Engineer (DSE) at Rocket Software is an embedded technical resource assigned directly to a strategic customer account. 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.
- 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
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, Power Shell 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…
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