Senior Customer Solutions Engineer (IBM Problem Determination Tools)

Rocket Software

Rocket Software

Customer Service
United States
Posted on Saturday, January 27, 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.

- 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


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!