📍 Job Overview

Job Title: Principal Technical Support Engineer
Company: Rocket Companies
Location: United States (Remote)
Job Type: Full-Time
Category: Technical Support
Date Posted: 2025-06-27
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

Serve as the primary technical point of contact for a strategic customer, providing post-implementation product support and troubleshooting complex issues.
Act as a technical subject matter expert on multiple Rocket Software products, guiding the development team in resolution processes.
Build and maintain strong business relationships with the customer, understanding their technical and business environment to proactively identify and resolve issues.
Collaborate with the development team to provide solutions and enhance Rocket Software products based on customer feedback and market trends.

📝 Enhancement Note: This role requires a high level of technical expertise, strong communication skills, and the ability to work independently and collaboratively to resolve complex customer issues. Familiarity with Rocket Software products and experience in technical support roles are essential for success in this position.

💻 Primary Responsibilities

Customer Relationship Management: Form strong business relationships with the customer, understanding their needs, and setting expectations for support.
Problem Verification: Independently verify the accuracy of reported symptoms and business impact statements, confirming customer environments, error messages, and symptoms of problems.
Troubleshooting and Resolution: Troubleshoot and resolve urgent and complex problems, utilizing testing tools and conducting research to identify root causes and implement solutions.
Proactive Issue Identification: Regularly review the customer's Rocket Software environment, identify potential issues, and provide recommendations for resolution.
Documentation and Knowledge Sharing: Document work performed, share technical knowledge with the customer, and contribute to internal projects and work as directed.
Continuous Learning: Expand expertise in Rocket Software products through ongoing self-directed learning and staying up-to-date with industry trends.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong analytical skills, and the ability to work independently and collaboratively to resolve complex customer issues. Experience with testing tools and a proven track record of successful troubleshooting are essential for success in this position.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 4+ years of experience in a technical support role, with a focus on troubleshooting and resolving complex customer issues. Experience with Rocket Software terminal emulation products and multi-factor authentication technologies is required.

Required Skills:

Proven experience in technical support roles, with a strong track record of successful troubleshooting and resolution.
Expertise in Rocket Software terminal emulation products, such as MSS, Host Access for the Cloud, and Infoconnect.
Experience with multi-factor authentication technologies, such as Okta, NetIQ Advance Auth, and Ping.
Proficiency in Linux and Windows operating systems.
Strong communication, interpersonal, and customer service skills.
Ability to work independently and collaboratively, with a focus on problem-solving and resolution.
Availability for occasional after-hours or weekend work.

Preferred Skills:

Experience with customer relationship management (CRM) software.
Familiarity with Agile methodologies and software development lifecycle (SDLC) processes.
Knowledge of scripting languages, such as Python or Bash.
Experience with cloud-based technologies and infrastructure as code (IaC) tools.

📝 Enhancement Note: This role requires a strong technical background, with a focus on troubleshooting and resolution. Experience with Rocket Software products and multi-factor authentication technologies is essential for success in this position. A proven track record of successful troubleshooting and strong communication skills are also critical for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing successful troubleshooting and resolution efforts, highlighting problem-solving skills and technical expertise.
Case studies demonstrating the ability to verify symptoms, research issues, and implement solutions.
Examples of proactive issue identification and resolution, showcasing the ability to understand customer environments and anticipate potential problems.

Technical Documentation:

Well-documented troubleshooting processes, including step-by-step guides and screenshots.
Technical articles or blog posts demonstrating expertise in troubleshooting and resolution.
Examples of knowledge-sharing activities, such as training materials or presentations.

📝 Enhancement Note: This role requires a strong portfolio demonstrating successful troubleshooting and resolution efforts. Case studies and technical documentation showcasing problem-solving skills and technical expertise are essential for this position.

💵 Compensation & Benefits

Salary Range: The base salary range for this role is $110,444.00 - $138,055.50 USD/year. Exact compensation may vary based on skills, experience, and location.

Benefits:

Unlimited vacation time, as well as paid holidays and sick time.
Health and wellness coverage options for employees and dependents.
Life and disability coverage.
Fidelity 401(k) and Roth retirement savings with matching contributions.
Monthly student debt benefit program.
Tuition reimbursement and certificate reimbursement program opportunities.
Leadership and skills training opportunities.

Working Hours: Full-time position, with the possibility of occasional after-hours or weekend work.

📝 Enhancement Note: The salary range for this role is competitive and commensurate with experience. The benefits package is comprehensive and designed to support the well-being and professional development of employees.

🎯 Team & Company Context

Company Culture: Rocket Companies is a global technology company that provides software and services to businesses and consumers. The company values innovation, collaboration, and customer focus, and is committed to creating a diverse and inclusive workplace.

Team Structure:

The Principal Technical Support Engineer will report directly to the Technical Support Manager.
The role will collaborate closely with the development team, product management, and other technical support engineers.
The team follows Agile methodologies and software development lifecycle (SDLC) processes.

Development Methodology:

The team follows Agile methodologies, with a focus on iterative development and continuous improvement.
The development process includes regular sprint planning, code reviews, and testing to ensure the quality and performance of Rocket Software products.
Deployment strategies, CI/CD pipelines, and server management are integral to the development process.

Company Website: Rocket Companies

📝 Enhancement Note: Rocket Companies is a global technology company with a strong focus on innovation and customer success. The company values collaboration and continuous learning, and is committed to creating a diverse and inclusive workplace.

📈 Career & Growth Analysis

Technical Support Career Level: This role is a senior-level technical support position, requiring a high level of technical expertise and experience in troubleshooting and resolution. The Principal Technical Support Engineer will act as a technical subject matter expert on multiple Rocket Software products and will be responsible for providing solutions and enhancing Rocket Software products based on customer feedback and market trends.

Reporting Structure: The Principal Technical Support Engineer will report directly to the Technical Support Manager. The role will collaborate closely with the development team, product management, and other technical support engineers.

Technical Impact: The Principal Technical Support Engineer will have a significant impact on the quality and performance of Rocket Software products. The role will be responsible for providing solutions and enhancing Rocket Software products based on customer feedback and market trends, ensuring that Rocket Software products meet the needs of customers and maintain a competitive edge in the market.

Growth Opportunities:

Technical Leadership: As a senior-level technical support engineer, there is the opportunity to advance to a technical lead or management role, overseeing a team of technical support engineers and driving the technical direction of the team.
Product Management: With a strong technical background and experience in troubleshooting and resolution, there is the opportunity to transition into a product management role, focusing on the development and launch of new Rocket Software products.
Architecture and Design: As a technical subject matter expert, there is the opportunity to advance to an architecture or design role, focusing on the design and implementation of complex technical solutions.

📝 Enhancement Note: This role offers significant opportunities for career growth and development, with the potential to advance to technical leadership, product management, or architecture and design roles. The role requires a high level of technical expertise and experience in troubleshooting and resolution, as well as strong communication and interpersonal skills.

🌐 Work Environment

Office Type: Rocket Companies has a hybrid work environment, with a focus on collaboration and teamwork. The Principal Technical Support Engineer will work remotely, with the possibility of occasional on-site meetings or events.

Office Location(s): Rocket Companies has offices in various locations worldwide, including the United States, Europe, and Asia. The Principal Technical Support Engineer will work remotely, with the possibility of occasional travel for on-site meetings or events.

Workspace Context:

Collaboration: The Principal Technical Support Engineer will work closely with the development team, product management, and other technical support engineers to provide solutions and enhance Rocket Software products.
Tools and Equipment: The role requires access to testing tools, as well as a reliable internet connection and suitable workspace for remote work.
Work-Life Balance: Rocket Companies is committed to creating a flexible and supportive work environment, with a focus on work-life balance and employee well-being.

Work Schedule: Full-time position, with the possibility of occasional after-hours or weekend work to resolve urgent customer issues.

📝 Enhancement Note: Rocket Companies offers a hybrid work environment with a focus on collaboration and teamwork. The Principal Technical Support Engineer will work remotely, with the possibility of occasional on-site meetings or events. The company is committed to creating a flexible and supportive work environment, with a focus on work-life balance and employee well-being.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the role, qualifications, and expectations.
Technical Assessment: A hands-on assessment to evaluate troubleshooting and problem-solving skills, as well as familiarity with Rocket Software products and multi-factor authentication technologies.
Behavioral Interview: A structured interview to assess communication, interpersonal, and customer service skills, as well as cultural fit and alignment with Rocket Companies values.
Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss the role, career growth opportunities, and next steps.

Portfolio Review Tips:

Highlight successful troubleshooting and resolution efforts, demonstrating problem-solving skills and technical expertise.
Include case studies and technical documentation showcasing the ability to verify symptoms, research issues, and implement solutions.
Emphasize proactive issue identification and resolution, demonstrating the ability to understand customer environments and anticipate potential problems.

Technical Challenge Preparation:

Brush up on Rocket Software products, multi-factor authentication technologies, and troubleshooting best practices.
Familiarize yourself with testing tools and research methodologies for identifying and resolving complex customer issues.
Prepare for behavioral interview questions, focusing on communication, interpersonal, and customer service skills, as well as cultural fit and alignment with Rocket Companies values.

ATS Keywords: [See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: The interview process for this role is designed to evaluate technical expertise, problem-solving skills, and cultural fit. The portfolio review and technical challenge preparation tips are tailored to help candidates demonstrate their qualifications and prepare for the interview process.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

Rocket Software's internal ticketing system and knowledge base.
Testing tools, such as Postman, JMeter, or LoadRunner.
Remote desktop and terminal emulation software, such as TeamViewer or Remote Desktop Protocol (RDP).

Rocket Software Products:

Multi-factor authentication technologies, such as Okta, NetIQ Advance Auth, and Ping.
Terminal emulation products, such as MSS, Host Access for the Cloud, and Infoconnect.

Operating Systems:

Linux (Red Hat Enterprise Linux, CentOS, Ubuntu, etc.)
Windows (Windows Server, Windows 10, etc.)

📝 Enhancement Note: The technology stack for this role is focused on troubleshooting and resolution, with an emphasis on Rocket Software products and multi-factor authentication technologies. Proficiency in troubleshooting tools, Rocket Software products, and operating systems is essential for success in this position.

👥 Team Culture & Values

Rocket Companies Values:

Empathy: Understanding and sharing the feelings of customers and colleagues, with a focus on creating a positive and supportive work environment.
Humanity: Treating customers and colleagues with kindness, respect, and dignity, with a focus on creating a diverse and inclusive workplace.
Trust: Building and maintaining strong, long-lasting relationships with customers and colleagues, with a focus on integrity, honesty, and transparency.
Love: Fostering a culture of care and support, with a focus on creating a positive and engaging work environment.

Collaboration Style:

Cross-Functional Integration: The Principal Technical Support Engineer will work closely with the development team, product management, and other technical support engineers to provide solutions and enhance Rocket Software products.
Code Review Culture: The team follows Agile methodologies and software development lifecycle (SDLC) processes, with a focus on iterative development and continuous improvement.
Knowledge Sharing: The team encourages knowledge sharing and technical mentoring, with a focus on continuous learning and skill development.

📝 Enhancement Note: Rocket Companies values empathy, humanity, trust, and love, with a focus on creating a positive and supportive work environment. The team encourages collaboration, knowledge sharing, and continuous learning, with a focus on iterative development and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Troubleshooting: The role requires the ability to troubleshoot and resolve complex customer issues, with a focus on identifying root causes and implementing solutions.
Proactive Issue Identification: The role requires the ability to proactively identify potential issues in the customer's environment and provide recommendations for resolution.
Multi-Factor Authentication: The role requires a strong understanding of multi-factor authentication technologies and their integration with Rocket Software products.
Customer Relationship Management: The role requires strong communication, interpersonal, and customer service skills, with a focus on building and maintaining strong business relationships with the customer.

Learning & Development Opportunities:

Technical Training: Rocket Companies offers technical training and certification opportunities, with a focus on continuous learning and skill development.
Conferences and Events: Rocket Companies encourages attendance at industry conferences and events, with a focus on staying up-to-date with the latest trends and best practices in technical support and troubleshooting.
Mentorship and Coaching: Rocket Companies offers mentorship and coaching opportunities, with a focus on career growth and development.

📝 Enhancement Note: This role offers significant opportunities for technical growth and development, with a focus on troubleshooting and resolution, multi-factor authentication, and customer relationship management. The role requires a high level of technical expertise and experience, as well as strong communication and interpersonal skills.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Describe your experience with troubleshooting and resolution, with a focus on complex customer issues and root cause analysis.
Rocket Software Products: Demonstrate your familiarity with Rocket Software products, with a focus on multi-factor authentication technologies and terminal emulation products.
Problem-Solving: Provide examples of successful problem-solving efforts, with a focus on identifying and implementing solutions for complex customer issues.

Company & Culture Questions:

Rocket Companies Values: Explain how you align with Rocket Companies' values of empathy, humanity, trust, and love, with a focus on creating a positive and supportive work environment.
Customer Relationship Management: Describe your experience with customer relationship management, with a focus on building and maintaining strong business relationships with customers.
Work-Life Balance: Explain how you approach work-life balance, with a focus on creating a flexible and supportive work environment.

Portfolio Presentation Strategy:

Case Studies: Highlight successful troubleshooting and resolution efforts, demonstrating problem-solving skills and technical expertise.
Technical Documentation: Include well-documented troubleshooting processes, with step-by-step guides and screenshots.
Customer Testimonials: If available, include customer testimonials or case studies demonstrating the impact of your work on customer satisfaction and business outcomes.

📝 Enhancement Note: The interview process for this role is designed to evaluate technical expertise, problem-solving skills, and cultural fit. The technical questions and company & culture questions are tailored to help candidates demonstrate their qualifications and prepare for the interview process.

📌 Application Steps

To apply for this Principal Technical Support Engineer position:

Customize Your Resume: Tailor your resume to highlight your experience with troubleshooting and resolution, Rocket Software products, and multi-factor authentication technologies. Include relevant keywords and phrases to optimize your resume for applicant tracking systems (ATS).
Prepare Your Portfolio: Curate a portfolio showcasing successful troubleshooting and resolution efforts, with a focus on problem-solving skills and technical expertise. Include case studies, technical documentation, and customer testimonials if available.
Research Rocket Companies: Familiarize yourself with Rocket Companies' products, services, and company culture. Prepare for interview questions related to Rocket Companies' values, customer relationship management, and work-life balance.
Practice Interview Questions: Rehearse your responses to common technical interview questions, with a focus on troubleshooting, Rocket Software products, and problem-solving. Prepare for behavioral interview questions related to Rocket Companies' values and company culture.

📝 Enhancement Note: The application process for this role is designed to help candidates demonstrate their qualifications and prepare for the interview process. By tailoring your resume, preparing your portfolio, and researching Rocket Companies, you can increase your chances of success in the application process.

Principal Technical Support Engineer