📍 Job Overview

Job Title: Principal Technical Support Engineer
Company: Rocket Companies
Location: United States (Remote)
Job Type: Full-Time
Category: Technical Support & Customer Success
Date Posted: June 27, 2025
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 expertise.
Act as a technical subject matter expert on multiple Rocket Software products, driving resolution and guiding the development team.
Build and maintain strong business relationships with the customer, understanding their technical and business environment.
Proactively identify and address potential issues, preventing customer problems and ensuring high customer satisfaction.

📝 Enhancement Note: This role requires a balance of strong technical skills, exceptional communication, and customer-focused problem-solving abilities. The ideal candidate will have a proven track record in technical support, with a deep understanding of Rocket Software products and a customer-centric mindset.

💻 Primary Responsibilities

Customer Relationship Management: Establish and maintain strong business relationships with the customer, understanding their needs, and setting expectations.
Problem Verification: Independently verify customer-reported symptoms and confirm the accuracy of business impact statements.
Troubleshooting & Resolution: Troubleshoot and resolve urgent and complex problems, working directly with the customer or guiding the development team to provide solutions.
Proactive Issue Identification: Regularly review the customer's Rocket Software environment, identify potential issues, and recommend resolutions.
Knowledge Sharing: Document work performed, share technical knowledge, and proactively send helpful technical information to the customer.
Internal Projects & Learning: Participate in internal projects and ongoing self-directed learning to expand expertise in Rocket Software products.

📝 Enhancement Note: This role requires a high level of independence and self-motivation, as the engineer will often work remotely and may need to manage their time effectively to balance customer support and internal projects.

🎓 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: Over 4 years of experience in a technical support role, with a strong focus on customer success and problem resolution.

Required Skills:

Proven experience with Rocket Software terminal emulation products (e.g., MSS, Host Access for the Cloud, Infoconnect)
Experience with multi-factor authentication technologies (e.g., Okta, NetIQ Advance Auth, Ping)
Proficiency in Linux and Windows operating systems
Strong communication and interpersonal skills
Ability to work independently and manage time effectively
U.S. Department of Treasury Minimum Background Investigation (MBI) clearance (required)

Preferred Skills:

Experience with scripting languages (e.g., Python, Bash)
Familiarity with customer relationship management (CRM) software
Knowledge of Agile methodologies and software development life cycles

📝 Enhancement Note: While not explicitly mentioned, experience with cloud technologies and infrastructure as code (IaC) tools may be beneficial, as Rocket Software products often integrate with cloud environments.

📊 Web Portfolio & Project Requirements (N/A for this role)

This role does not require a web portfolio or project requirements, as it focuses on technical support and customer success rather than web development or design.

💵 Compensation & Benefits

Salary Range: $110,444 - $138,055 USD/year

Benefits:

Unlimited vacation time, 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: 40 hours per week, with occasional after-hours or weekend work as needed

🎯 Team & Company Context

Company Culture: Rocket Companies is a global technology company that provides enterprise-grade software solutions. They emphasize empathy, humanity, trust, and love in their core values, fostering a customer-centric and collaborative work environment.

Team Structure: The Principal Technical Support Engineer will work closely with the development team, customer success, and other internal teams to drive customer satisfaction and product improvement.

Development Methodology: Rocket Companies uses Agile methodologies for software development, with a focus on continuous improvement and customer value.

Company Website: Rocket Software

📝 Enhancement Note: Rocket Companies places a strong emphasis on diversity, inclusion, and equity, with a commitment to creating an inclusive workplace environment where every employee can thrive.

📈 Career & Growth Analysis

Technical Support Career Level: This role is at the senior level, requiring a high degree of technical expertise and customer support experience. The engineer will act as a technical subject matter expert and mentor for junior team members.

Reporting Structure: The Principal Technical Support Engineer will report directly to the Technical Support Manager and work closely with the development, customer success, and other internal teams.

Technical Impact: This role has a significant impact on customer satisfaction, product improvement, and the overall success of Rocket Software's strategic customers. The engineer's technical expertise and problem-solving skills will directly influence the customer's experience and the development team's priorities.

Growth Opportunities:

Technical Leadership: As the technical subject matter expert, the engineer may have opportunities to mentor junior team members, drive internal projects, and influence product development.
Customer Success Management: With a strong focus on customer satisfaction and relationship management, the engineer may have opportunities to transition into a customer success management role.
Product Management: The engineer's deep understanding of customer needs and technical expertise may provide a pathway into a product management role, focusing on customer-driven product development.

📝 Enhancement Note: While this role does not have direct management responsibilities, the engineer's influence on customer satisfaction and product improvement provides ample opportunities for professional growth and development.

🌐 Work Environment

Office Type: Remote work environment, with occasional on-site meetings or training sessions as needed.

Office Location(s): The engineer may be required to travel to customer sites or Rocket Software offices for on-site support or training, primarily in the United States.

Workspace Context:

Remote Workspace: The engineer will need a dedicated, comfortable workspace with a reliable internet connection, suitable for video conferencing and remote collaboration.
Equipment & Tools: Rocket Software will provide the necessary hardware, software, and tools for the engineer to perform their job effectively, including access to customer environments and internal systems.
Collaboration & Communication: The engineer will work closely with the development team, customer success, and other internal teams to drive customer satisfaction and product improvement. Regular communication and collaboration will be essential for success in this role.

Work Schedule: The engineer will work a standard 40-hour workweek, with occasional after-hours or weekend work as needed to support customers or participate in internal projects.

📝 Enhancement Note: While this role is primarily remote, the engineer may have opportunities to work on-site with customers or at Rocket Software offices, providing a chance to build relationships and gain a deeper understanding of the customer's environment and needs.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to assess communication skills, technical background, and cultural fit.
Technical Deep Dive: A detailed discussion of the engineer's technical expertise, problem-solving skills, and experience with Rocket Software products and multi-factor authentication technologies.
Customer Scenario Role-Play: A simulation of a customer interaction, allowing the engineer to demonstrate their customer relationship management and troubleshooting skills.
Final Interview: A conversation with the Technical Support Manager or other senior team members to discuss the engineer's fit within the team, career goals, and any remaining questions.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: While this role does not require a web portfolio or project case studies, candidates should be prepared to discuss their technical expertise, problem-solving skills, and customer success experiences in detail during the interview process.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

This role focuses on technical support and customer success, rather than web development or infrastructure. As such, there is no technology stack or web infrastructure to consider.

👥 Team Culture & Values

Rocket Companies Values:

Empathy: Understanding and sharing the feelings of others, particularly customers, to drive customer-centric decision-making and improve customer satisfaction.
Humanity: Treating all individuals with kindness, respect, and compassion, fostering a positive and inclusive work environment.
Trust: Building and maintaining strong, honest relationships with customers, partners, and team members, based on integrity and transparency.
Love: Fostering a passion for customer success and employee growth, creating a positive and inspiring work environment that encourages creativity and innovation.

Collaboration Style: Rocket Companies emphasizes a customer-centric, collaborative, and inclusive work environment. Teams work closely together to drive customer satisfaction, product improvement, and overall company success.

📝 Enhancement Note: Rocket Companies places a strong emphasis on diversity, inclusion, and equity, with a commitment to creating an inclusive workplace environment where every employee can thrive.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Product Expertise: Maintaining a deep understanding of multiple Rocket Software products and their integration points, as well as staying up-to-date with new releases and features.
Customer Environment: Adapting to diverse customer environments, technologies, and business processes, often with limited documentation or guidance.
Problem Resolution: Troubleshooting complex, high-impact issues, often under tight deadlines and with limited information.
Customer Relationship Management: Building and maintaining strong business relationships with customers, often remotely and with diverse cultural backgrounds.

Learning & Development Opportunities:

Product Training: Regular training and development opportunities to expand expertise in Rocket Software products and related technologies.
Customer Success: Gaining a deeper understanding of customer needs, business processes, and industry trends to drive customer satisfaction and product improvement.
Leadership Development: Opportunities to mentor junior team members, drive internal projects, and influence product development, fostering professional growth and development.

📝 Enhancement Note: While this role presents significant technical challenges, it also offers ample opportunities for learning, growth, and professional development, particularly for candidates with a strong customer focus and a passion for problem-solving.

💡 Interview Preparation

Technical Questions:

Product Expertise: Detailed questions about Rocket Software products, their features, and integration points.
Troubleshooting: Scenario-based questions that test the engineer's ability to diagnose and resolve complex technical issues.
Customer Relationship Management: Questions that assess the engineer's ability to understand customer needs, build relationships, and drive customer satisfaction.

Company & Culture Questions:

Company Values: Questions that evaluate the engineer's understanding and alignment with Rocket Companies' core values of empathy, humanity, trust, and love.
Customer Success: Questions that explore the engineer's approach to customer success, customer relationship management, and driving customer satisfaction.
Team Dynamics: Questions that assess the engineer's ability to work collaboratively, communicate effectively, and contribute to a positive and inclusive team environment.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: While this role does not require a web portfolio or project case studies, candidates should be prepared to discuss their technical expertise, problem-solving skills, and customer success experiences in detail during the interview process. Candidates should also research Rocket Companies' core values and be ready to demonstrate their alignment with these principles.

📌 Application Steps

To apply for this Principal Technical Support Engineer position:

Submit your application through the provided link.
Prepare for the phone or video screen by reviewing your technical background, customer success experiences, and alignment with Rocket Companies' core values.
Research Rocket Companies, their products, and their approach to customer success to demonstrate your enthusiasm and understanding of the role.
Prepare for the technical deep dive and customer scenario role-play by reviewing your technical expertise, problem-solving skills, and customer relationship management abilities.
Practice your communication and collaboration skills, as these are critical for success in this role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Rocket Companies before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

Tailor every section specifically to technical support and customer success roles, emphasizing customer relationship management, problem resolution, and technical expertise.
Include technical support methodologies, customer success strategies, and customer-centric problem-solving approaches.
Address web technology industry context and trends, as relevant to technical support and customer success roles.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information only.
Only include Enhancement Notes when making significant inferences about technical support processes, customer success strategies, or company culture, with clear reasoning based on industry standards and available information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute technical support and customer success-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support specialization.

Industry Expertise:

Include specific technical support methodologies, customer success strategies, and customer-centric problem-solving approaches relevant to the role.
Address technical support career progression paths and technical leadership opportunities in customer success teams.
Provide tactical advice for customer relationship management, problem resolution, and customer success strategies.
Include technical support interview preparation and scenario-based question guidance.
Emphasize customer-centric communication, collaboration, and stakeholder management skills.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and customer success industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support and customer success professionals.
Provide actionable insights that give technical support and customer success candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer impact measurement.

Customer Success & Technical Support Emphasis:

Emphasize customer-centric problem-solving, customer relationship management, and customer success strategies.
Include specific portfolio requirements tailored to the technical support discipline and role level, focusing on customer success case studies and problem resolution examples.
Address customer success metrics, customer satisfaction scores, and customer net promoter scores (NPS).
Focus on problem-solving methods, customer communication, and stakeholder management skills.
Include technical presentation skills and customer success presentation strategies.

Avoid:

Generic business jargon not relevant to technical support or customer success roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support or customer success role.
Marketing language unrelated to technical support, customer success, or customer experience.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support and customer success professionals evaluating career opportunities and preparing for technical interviews in the technical support and customer success industry.

Principal Technical Support Engineer