Lead Customer Success Engineer

Summary

Join Rackspace Technology as a Lead Engineer and provide exceptional technical support to key customers hosting critical websites. You will be the primary technical contact, handling complex problems and proactively consulting on future growth and technology adoption. This role demands expertise in Windows and/or Linux systems, web hosting, and problem-solving, along with strong communication and business acumen. You will lead technical teams, manage projects, ensure high-quality documentation, and maintain a high level of customer satisfaction. The position requires experience in enterprise systems, project management, and ITIL, as well as specific certifications and technical skills. Rackspace offers a dynamic and rewarding work environment.

Requirements

• Have experience delivering systems to Enterprise businesses
• Have experience managing transition or migration projects
• Have demonstrable experience of managing complex technical projects
• Have strong presentation skills, comfortable delivering whiteboard / chalk 'n' talk sessions
• Have ITIL Service Management experience / certification
• Have Linux or Windows server certification
• Have Public cloud (AWS, Azure, GCP, Alicloud) certification
• Have an acute understanding of the hosting industry and cloud landscape
• Have demonstrable knowledge of Terraform, Python, PowerShell, Ruby, RESTful API's

Responsibilities

• Work in a fast-paced environment where priorities shift quickly
• Assume responsibility for the smooth operation of mission critical customer solutions
• Pro-actively seek opportunities to review and improve solution architecture
• Support the Customer Success Manager in managing the customer relationship
• Lead technical teams to deliver project and BAU activities
• Ensure appropriate technical documentation is in place to support 1st to 3rd line troubleshooting
• Attend and participate in regular service review meetings
• Act as final point of escalation for technical issues; and resolve those technical issues at root cause
• Support the 24x7x365 operation of the business by being available for occasional out of hours work
• Be 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
• Engage 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