Professional Services Engineer- API and Web (Senior Customer Solutions Engineer)
Job Description Summary:
This is a full-time remote position anywhere in the US or Canada, with preference to location in the Eastern US time zone.
The Senior Customer Solutions Engineer brings creativity, curiosity and passion to the role working with our API and web modernization products. They are technically versatile and deliver differentiated exceptional customer experiences to Rocket’s product 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
Essential Duties and Responsibilities:
This role will be in our Customer Solutions Engineering team focusing on our API and web modernization projects. This role will be responsible for designing a sample solution or migration assistance for our customer, training them on the product, and mentoring them through their project goals.
Other responsibilities include:
- 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.
Required Qualifications:
- Experience required
- 8+ years in related Information Technology position
- 5+ years consulting, or team lead experience
- 5+ years development, application lifecycle or change management experience
Customer facing experience:
- Either business user customer or third-party customer interaction experience including: leading requirements discovery calls, demoing solutions, developing and delivering training on products or solutions delivered
Advanced technical hands-on experience including:
- Full stack application development programming experience in either Java or .NET and databases DB2 or SQL
- Experience in one or more of the following: middleware API experience with REST, JSON, SOAP services or similar technologies, process automation tools, experience working with XSTL and XML, Apache Tomcat configuration, understanding of Web UI security concepts
- Understanding of DevOps concepts around code management and deployment planning and experience with modern code repository solutions such as GIT, TFS, or Bitbucket
- Web UI development experience
- Experience with writing JavaScript
- Ability to design and execute unit tests using either available tools such as Postman or custom written tools
- 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
- Problem determination, diagnosis, identification, testing, and resolution
- Relationship management
- Excellent written and verbal communication
Preferred Qualifications:
- Fluent in French language
- Experience working with IBM I (AS/400) applications and understanding of development process around this platform
Travel Requirements: 5-20%