Senior Customer Solutions Engineer

Washington, DC, United States

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

Job Description Summary:

This is a full-time remote opportunity located anywhere in the United States.

The Senior Customer Solutions Engineer brings creativity, curiosity and passion to the role working with our modernization products. They are technically versatile and deliver differentiated exceptional customer experiences to Rocket’s customers by:

Delivering services that allow for successful post-sales deployment of Rocket products.

Solving real problems for, and delivering real value to, our customers and partners – every day.

Delivering successful outcomes for our customers and partners with speed, precision, quality, and innovation.

Demonstrating that we take commitments seriously – to our customers, to our partners, and to each other.

Bridging the gap in understanding between legacy development technologies and modern technologies for our customers.

Bridging the gap in understanding between legacy development technologies and modern technologies for our customers.

This role will be in our IBM System Z professional services team working on customer engagements to help install, configure, implement, and provide training for various IBM Mainframe products. The candidate must have a strong working knowledge of IBM z/OS, z/OS Application Development, DB2, CICS and IMS.

Required Qualifications:

Experience required

5+ years in a System Administrator or System Programmer role

Technical hands-on experience including

Working knowledge of IBM System Z, z/OS, and its concepts

Working knowledge of z/OS application development

Working knowledge of product installation in z/OS

General knowledge of JCL

Working knowledge of DB2, CICS and IMS

Working knowledge of TSO and ISPF

Strong understanding of REXX

Strong understanding of USS

Strong understanding of SDSF and JES2

Familiar with industry leading data and file management solutions

with DevOps practices

Excellent interpersonal skills

Must be self-motivated and able to manage multiple projects simultaneously, regardless of timeline or time zone variations.

Critical thinking, analytical and problem solving abilities

Problem determination, diagnosis, identification, testing, and resolution

Relationship management

Familiar with MS PowerPoint

Excellent written and verbal communication

Preferred Qualifications:

Strong knowledge of IBM PD Tools and its components

CICS/DB2 and IMS application programming

COBOL, PL/I, Assembler and C/C++ DB2 administration

CICS administration

IMS administration

5+ years in customer facing Consulting, or team lead experience

Essential Duties and Responsibilities:

Technical Expertise

Established credibility as SME on multiple products.

Develop in-depth conceptual and technical knowledge of Rocket product line including new releases, new products and interfaces.

Present and deliver highly technical presentations and training on products.

Provides best practices guidance and technical expertise during the installation, implementation and post-implementation servicing of company products.

Liaison with Support and Lab to research and respond to detailed questions from prospective and current customers.

Provide consulting services to implement detailed customer implementation requirements.

Ensures that client’s needs have been met and that the product/solution is fully functioning according to specification.

Ensures the product implementation method is supportable, maintainable and scalable per established and proven Rocket standards.

Liaison between customer, partners, Rocket technical support team and Rocket Sales staff to resolve complex issues

Sharing customer feedback to product management for future enhancements

Demonstrate an understanding of practical application of the products in a variety of customer environments.

Provide services to customers and partners

Establish credibility with a broad range of business resources; highly experienced developers, systems administrators, project managers, business end users, and executives

Using established techniques, deliver implementation services that allow for successful proof of concept and post-sales deployment of purchased products.

Guide client in the set up and configuration of Rocket products and train customers in administration and use of the products.

Handle objections professionally; answer questions quickly and coherently; deal with challenges assertively and persuasively.

Work effectively with Project Management to deliver assignments within scope and committed timeline. Complete delivery and administrative tasks throughout complete project lifecycle.

Work as an effective team member or lead in large implementation projects.

Work with Rocket partner community to provide appropriate pre and post sales training to ensure a partner can effectively lead a sales opportunity and product implementations.

Review existing customer implementations to ensure best practices are utilized for maximum customer satisfaction and ongoing business retention

Education:

Bachelor’s Degree, or equivalent experience

Travel Requirements:

5-15%

Information Security:

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

The base salary range for this role is $85,820.00 - $107,275.00 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)

Healthcare coverage options to fit you (and your family’s) needs

Retirement savings, with matching contributions by Rocket Software

Life and disability coverage

Leadership and skills training opportunities

Two paid work days for off-site training

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 [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

#LI-Remote

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

Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.