R2026-6598

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. 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. 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 • To view full details and how to apply, please login or create a Job Seeker account","accountId","0","at Rocket Software in Boise, Idaho, United States","https://idahoworks.gov/jobs/2599341","location",{"_390":391,"_392":393},"createdAt","2026-08-23T15:06:53.855511443Z","2026-08-23T12:09:55.771Z","2026-08-21T00:00:00Z","status","active","isDiscoverable","isSearchable","isSpotlight","isDraft","careerSkills",[366,367,368,369,370,371,372],"requiredEducation","na","isEmailRequired","isPhoneRequired","titleSearch","Premium Support 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Designated Support Engineer - Premium Support