Senior Customer Solutions Engineer (IBM Infoprint Server)

Rocket Software

Rocket Software

Customer Service
United States
Posted on Friday, January 26, 2024

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.

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 Mainframe print products with the following abilities: Familiar with all aspects of print, including but not limited to, form creation, fonts, layouts, overlays, pagedefs, formdefs, and various aspects of print formatting.

Required Qualifications:

Experience required:

  • 5+ years in a Mainframe System Operator, System Administrator, Print Engineer, or System Programmer position

  • Advanced technical hands-on experience including:

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

  • Strong knowledge of product installation in z/OS

  • Strong knowledge of networking (TCPIP & VTAM)

  • Strong understanding of REXX

  • Strong knowledge of USS

  • Strong knowledge of SDSF and JES2 and system operations

  • Good working knowledge of remote printing

  • Good working knowledge of remote / local print servers (not on the mainframe)

  • Familiar with all aspects of print, including but not limited to, form creation, fonts, layouts, overlays, pagedefs, formdefs, and various aspects of print formatting

  • General knowledge of JCL

  • General knowledge of RACF

  • Ability to use TSO and ISPF

  • 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

  • Excellent written and verbal communication

Preferred Qualifications:

  • Strong knowledge and understanding of IBM Infoprint Server and its components

  • Solid working knowledge of popular mainframe print products used in the marketplace

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

Essential Duties and Responsibilities:

  • Provide exceptional value-driven services to customers.

  • Builds upon established solution delivery techniques to help drive continual improvement.

  • Establishes credibility as a Rocket product expert with all audience levels.

  • Mentors and teaches junior consultants on product implementation strategies.

  • Leverages Rocket subject matter experts to provide effective and creative solutions to Rocket customers.

  • Drafts customer and internal training materials on our products

  • Handles objections professionally; answers questions quickly and coherently; deals with challenges assertively and persuasively.

  • Partners with Project Management to communicate progress, risks and roadblocks considering customer objectives, timeframe and budget.

  • Gains an understanding of the customer business and seeks to identify opportunities where Rocket can bring added value to the customer.

  • Guides client best practice configuration and use of Rocket products and trains customers in administration and use of the products.

  • Demonstrates consulting and technical leadership skills and is able to lead teams on engagements with mid-level complexity.

  • Contributes as subject matter expert in services pre-sales activities including discovery, scoping and solution proposals.


Bachelor’s Degree, or equivalent experience

Travel Requirements:


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..

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 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!