Designated Support Engineer — Premium Support

Rocket Companies

5d•$97,500 - $131,625•Remote

About The Position

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.

Requirements

5 or more years in a technical support customer-facing IT role
Solid working knowledge of Linux/Unix operating systems, including command-line troubleshooting and system administration
Scripting skills (Bash, Python, PowerShell or Perl) for automation and log analysis
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
Understanding of enterprise networking concepts (TCP/IP, firewalls, load balancers) and security protocols (TLS/SSL, PKI, Kerberos, LDAP)
Strong written and verbal communication skills; comfortable working directly with customer IT staff and end users
Methodical approach to troubleshooting complex issues in large, mission-critical environments
Must be eligible for U.S. Government Minimum Background Investigation (MBI)

Responsibilities

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
Support end users on Infoconnect & Secure Host Access with the complete Rocket Software solution
Troubleshoot and resolve product issues, escalating to 3rd line engineering when appropriate, and owning issues through to resolution
Develop and maintain deep familiarity with the customer's infrastructure, configurations, and operational processes
Identify potential issues, product gaps, and customer needs before they become problems — and communicate them back to Rocket account and product teams
Maintain accurate records of issues, resolutions, and environment-specific configurations
Work closely with Rocket's account team, professional services, and product management to ensure a consistent customer experience