Principal Customer Solutions Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Principal Customer Solutions Engineer brings creativity, curiosity and passion to the role. They demonstrate deep technical versatility, and the experience to deliver differentiated exceptional customer experiences to Rocket’s Product customers by delivering services that allow for successful post-sales deployments of Rocket products. They solve real problems for, and deliver value to, our customers and partners – every day. They deliver successful outcomes for our customers and partners with speed, precision, quality and innovation. They demonstrate that we take our commitments seriously- to our customers, to our partners and to each other

Technical Leadership

• Ultimately accountable for Technical solution implementation for project.
• Leads a team and communicates project status and risks to all project stakeholders on behalf of the team.
• Use technical experience to give customer sound technical advice.
• Responsible for knowing the Architecture, versions, and requirements.
• Responsible for determining appropriate technical resource requirements for project completion. Works with PM to request resources.
• Coordinating with PM on technical communication to customer, any new requirements or changes in scope and impacts to delivering the technical solution.
• Determine if change is a product defect or enhancement before communicating to customer.
• Responsible for estimating new requirements of Project and gaining Architect or Manager approval.
• Conducting or assigning code reviews.

Services to Customers

• Contributes to the established techniques used for the project and delivers implementation services that allow for successful deployment of purchased products. 
• Guides client in the set up and configuration of Rocket products and trains customers in administration and use of the products.
• Communicates technical details to technical and non-technical audiences, establishes credibility as a Rocket product expert with all audience levels.
• Mentors and teaches other consultants on product and implementation strategies.
• Engages other Rocket resources in addressing customer objections and anticipates challenges based on experience and information available at the time of project initiation.
  • Answers questions quickly and coherently; deals with challenges assertively and persuasively.
• Self-manages assignments, project budgets, and administrative tasks, managing multiple projects simultaneously from start to finish.
• Identifies opportunities for additional/longer-term services revenue and advise customers on the value of additional services.

What it takes to excel:

• Experience working with the following mainframe technologies:
  • COBOL and/or PLI programming
  • System or application level experience with IBM CICS, IMS and JCL Subsystems
  • IBM Db2 for z, IMS DB or mainframe format data files (VSAM/QSAM)

• ​Experience working with the following distributed technologies
  • Relational databases such as IBM Db2 LUW, Microsoft SQL Server, PostgreSQL or Oracle
  • Windows, Linux, Unix operating systems
  • Knowledge of Cloud infrastructure and services from AWS, Azure and GCP
  • Docker / Kubernetes and or OpenShift platforms

• Exposure to tools and methodologies used to migrate mainframe workloads via hardware/middleware emulation, automated code conversion, and re-platforming.
• Familiarity with development lifecycles including agile engineering practices like Continuous Integration (CI), Continuous Delivery (CD and automated pipelines using GitHub, Azure DevOps, AWS CodePipeline, Jenkins or similar tools
• Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task
• Good problem solving and Trouble-shooting skills

Required Qualifications:

• 15+ years in related Information Technology position
  • previous experience in Project Management or team lead position
  • previous experience in development, application lifecycle or change management
• Senior level skills in at least two of the following
  • Enterprise application development methodology (e.g. Java, .NET, Web)
  • IBM i application development methodology
  • Database technologies (e.g. Oracle, MS SQL, DB2)
  • i5/OS, Windows and/or Linux OS
• Proven critical thinking, analytical and troubleshooting skills
• Excellent interpersonal, relationship management and communication skills. 
• Excellent time management skills
• Previous consulting experience
• Previous travel oriented position held

Travel Requirements for the role: 20%

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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 people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

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