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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Designated Support Engineer - Premium Support - **Company:** Rocket Software, Inc. - **Location:** Santa Fe, NM, United States (Remote available) - **Experience:** Expert - **Salary:** $97,500.0 - $131,625.0 - **Contract:** Permanent contract - **Skills:** Software Applications, Bash Shell, Unix, Command-Line Interface, Linux, Perl (Programming Language), Python (Programming Language), Kerberos (Protocol), Network Security, Lightweight Directory Access Protocols (LDAP), Log Analysis, Public Key Infrastructure, Windows PowerShell, TCP/IP, Terminal Emulators, Scripting, Transport Layer Security, Load Balancing, Firewalls (Computer Science), Containerization, Kubernetes - **Published:** August 21, 2026 - **Apply:** https://www.juju.com/job/00000000goc65d ## About the Role * **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, PowerShell 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) ## Description 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 ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [WeAreDevelopers LIVE - Node and Package Security](https://www.wearedevelopers.com/videos/2138-wearedevelopers-live-node-and-package-security) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Develop on Windows, Deploy on Red Hat Enterprise Linux](https://www.wearedevelopers.com/videos/1600-develop-on-windows-deploy-on-red-hat-enterprise-linux) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Countries for Software Engineers](https://www.wearedevelopers.com/magazine/267-best-countries-for-software-engineers)