Customer Solutions Engineer I

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Job Description Summary:

The Customer Solutions Engineer (Solutioning) supports the design, scoping, estimation, and delivery readiness of Customer Solutions Engineering (CSE) service opportunities. Working under the guidance of senior Solutioning professionals, the role collaborates with Sales, Delivery, Product SMEs, and Project Managers to develop service estimates, statements of work (SOWs), service offerings, delivery approaches, and other solutioning deliverables that support successful customer outcomes.
The role is expected to gather and organize information from multiple stakeholders, identify assumptions, risks, dependencies, and scope considerations, and develop structured recommendations for review by senior Solutioning resources.
This position is ideal for candidates who have demonstrated experience in project management, service delivery, service operations, sales engineering, or service catalog development and are interested in expanding their skills in technical solutioning and commercial scoping.
The successful candidate is organized, analytical, and customer-focused, with the ability to blend information from multiple stakeholders and translate business requirements into actionable services proposals.

Essential Duties and Responsibilities:

Solution Development

• Support development of service estimates, project assumptions, risks, dependencies, exclusions, and pricing models for CSE services engagements.
• Assist in creation and review of Statements of Work (SOWs), proposals, service descriptions, and other customer-facing solution documentation.
• Gather, analyze, and organize business, technical, and operational requirements from customers and internal stakeholders.
• Participate in customer discovery calls and requirements discussions.
• Identify information gaps, areas requiring additional discovery, and potential scope or delivery risks.
• Develop structured solution recommendations for review and refinement by senior Solutioning resources.

Cross-Functional Collaboration

• Partner with Sales, Delivery, Product Management, PMO, Support, and Subject Matter Experts to develop quality service solutions.
• Coordinate information across stakeholders to identify dependencies, assumptions, risks, and scope considerations.
• Escalate ambiguities and solution risks to senior Solutioning resources as appropriate.

Operational Readiness

• Ensure proposed services align with delivery capabilities, solutioning standards, and operational processes.
• Support handoff activities between Solutioning and PMO/Delivery teams.
• Assist in maintaining solutioning templates, estimation models, and reusable content libraries.
• Contribute lessons learned and delivery feedback to continuously improve estimation accuracy and solution quality.

Service Offering Development

• Assist in development and maintenance of service catalogs, service descriptions, and standard offerings.
• Participate in improvement initiatives focused on solutioning quality, efficiency, consistency, scalability, and operational readiness.
• Contribute lessons learned and best practices back into the organization.
• Analyze existing delivery approaches and identify opportunities for standardization, automation, and repeatability.

Customer Engagement

• Build trusted working relationships with internal and external stakeholders.
• Present solution concepts and recommendations to customers and partners with support from senior team members.
• Demonstrate professionalism in handling questions, objections, and changing customer requirements.
• Document meeting outcomes, action items, assumptions, and decisions to support solution development and project execution.

Required Qualifications:

Experience

2+ years of experience in one or more of the following:

• Project Management
• Professional Services Delivery / Technical Consulting
• Service Operations
• Service Catalog Management
• Business Analysis
• Technical Account Management

1+ years customer-facing experience.

Skills

• Ability to manage multiple work items across competing priorities.
• Strong analytical and problem-solving skills.
• Experience gathering requirements and documenting business or technical needs.
• Ability to identify risks, assumptions, dependencies, exclusions, and open questions.
• Strong written and verbal communication skills.
• Effective stakeholder management and collaboration skills.
• Proficiency with Microsoft Office and collaboration tools.
• Ability to learn new technologies and service offerings quickly.
• Ability to synthesize information from multiple sources into concise recommendations and actionable solution documentation.
• Ability to organize incomplete or ambiguous information and drive clarity through structured analysis.

Preferred Qualifications:

Professional Services Background

• Experience supporting software implementation, migration, upgrade, modernization, or consulting engagements.
• Familiarity with project delivery methodologies.
• Experience creating SOWs, proposals, implementation plans, service definitions, or customer-facing project documentation.
• Experience participating in requirements gathering, discovery workshops, or scope-definition activities.

Technical Background

• Experience with enterprise software environments.
• Exposure to infrastructure, systems administration, security, database, monitoring, or application technologies.

Mainframe Bonus Experience with IBM Z, z/OS, mainframe operations, mainframe software, enterprise infrastructure platforms, or related enterprise computing environments is preferred but not required. Exposure to application modernization, security, performance, operations, monitoring, or storage practices within enterprise environments is preferred but not required.

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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.

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

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 people@rocketsoftware.com. 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!