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40 Rackspace Jobs
Lead Customer Success AWS Engineer-IN (R-20429)
Rackspace
posted 6d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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 APIs
"Remote postings are limited to candidates residing within the country specified in the posting location"
About Rackspace Technology
More on Rackspace Technology
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Customer Success Team Lead roles with real interview advice
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What Rackspace employees are saying about work life
based on 598 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Rackspace Benefits
Work From Home 
Job Training 
Health Insurance 
Soft Skill Training 
Team Outings 
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