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Lead technical support for large and complex customer solutions, manage customer relationships, lead teams in delivering projects, ensure high Net Promoter Scores, and maintain world-class service through proactive architecture reviews and consultancy work at Rackspace Technology.
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Rackspace
At Rackspace Technology, the Lead Engineer is pivotal in delivering Fanatical Experiences to customers by providing hands-on technical support for large and complex problems. The role involves leading technical teams, managing customer relationships, ensuring high Net Promoter Scores, and maintaining world-class service through proactive architecture reviews and consultancy work. Key responsibilities include handling mission-critical solutions, improving solution architectures, attending service review meetings, resolving technical issues at root cause, supporting 24/7 operations, adhering to security policies, and engaging customers quarterly.
Job Profile Summary
The Lead Engineer is responsible for providing industry leading Fanatical Experiences to a dedicated account base of customers. Customers host critical websites with us and have a high expectation for the level of service provided. As the customer’s primary technical point of contact with Rackspace the Lead Engineer role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.
The role of the Lead Engineer (LT) is to provide hands on technical support for large and complex problems as well as being a proactive and consultative resource to help customers plan for their future growth and the utilization of new technologies.
This role owns the technical support of the customer, coordinating routine and non-routine services and ensuring completion of tasks and projects. Success in the role requires: A passion for the latest Internet and Hosting technologies. In depth knowledge of Windows and/or Linux operating systems and their application in a web hosting environment. A creative approach to problem solving. Effective communication skills at all levels, technical through to non-technical directors. Commercial and business acumen.
Key Responsibilities
• Works in a fast-paced environment where priorities shift quickly
• Assumes responsibility for the smooth operation of mission critical customer solutions
• Pro-actively seeks opportunities to review and improve solution architecture
• Supports the Customer Success Manager in managing the customer relationship
• Leads technical teams to deliver project and BAU activities
• Ensures appropriate technical documentation is in place to support 1st to 3rd line troubleshooting
• Attends and participates in regular service review meetings
• Acts as final point of escalation for technical issues; and resolves those technical issues at root cause
• Supports the 24x7x365 operation of the business by being available for occasional out of hours work
• Responsible for adhering to company security policies and procedure as directed
• Strive towards a world class target of 80% for the Net Promoter Score
• Ensure high End of Ticket Ratings through clear and concise support documentation
• Engagement of every customer within customer portfolio at a minimum once per quarter
• Ensure customers realize the value of Rackspace and Fanatical Support™ through pro-active architecture reviews and consultancy work
Knowledge
• Experience delivering systems to Enterprise businesses
• Experience managing transition or migration projects
• Demonstrable experience of managing complex technical projects
• Strong presentation skills, comfortable delivering whiteboard / chalk 'n' talk sessions
• ITIL Service Management experience / certification
• Linux or Windows server certification
• Public cloud (AWS, Azure, GCP, Alicloud) certification
• An acute understanding of the hosting industry and cloud landscape
• Demonstrable knowledge of Terraform, Python, PowerShell, Ruby, RESTful API's
'Remote postings are limited to candidates residing within the country specified in the posting location'
About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
