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Customer Success Lead Engineer
Rackspace Technology
A Customer Success Lead Engineer is a specialist in large-scale, complex, and distributed web infrastructure that engages in direct customer communications regarding the availability, scalability, reliability, and performance of their applications running on Managed Public Cloud. You will work with decision makers, developers, system administrators, and systems integrators on a daily basis, acting as the conduit between the customer and the infrastructure teams at Rackspace. The Customer Success Lead Engineer utilizes Application Performance Management (APM) tools (New Relic, Managed Public Cloud OMS) to proactively identify performance issues and likely points of failure as well as to resolve critical application-level issues impacting availability. These skills, paired with an understanding of customer growth and traffic patterns, enable the Lead Engineer to develop, propose, test, and implement solutions for the infrastructure and application framework that will ensure maximum performance and uptime of customer applications. The Lead Engineer takes on the additional responsibility of acting as an application support subject matter expert at Rackspace. This translates to frequent involvement in representing the Managed Public Cloud team in meetings with product, finance, marketing, and other internal departments as required. This role also serves as an escalation point on the team for difficult or highly complex issues that exceed the technical ability of other Managed Public Cloud support engineers.
Key Responsibilities
- Create and maintain customer loyalty by serving our customers above and beyond their expectations
- Proactively seek opportunities to review solution architecture then put forward and implement proposals for improvement
- Serve as a consultative resource for customers to assist them in achieving their business objectives by providing solution design/review and implementation/optimization for Cloud solutions
- Support the Customer Success Managers in customer projects
- Respond to support requests and co-ordinate Rackspace/Customer support teams where appropriate
- Ensure appropriate technical documentation is in place for customer solutions
- Provide support in tuning applications and infrastructure
- Design, develop, test, and implement new configurations, architectures, and standards
- Provide guidance, to customers, 3rd party integration specialists, and/or internal teams, on solutions to increase application availability, redundancy, scalability, and performance
- Assist customers and internal teams to automate processes and incorporate devops methodologies
- Provide leadership and guidance when customer application-level downtime issues arise and provide RCA support as requested.
- Show ownership of issues through resolution and maintain customer loyalty by serving customers via phone, tickets, and email
- 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 realise the value of Rackspace and Fanatical Support through pro-active architecture reviews and consultancy work
Key Performance Indicators
Key Requirements
- Due to 24x7x365 operation, must be willing to be available for occasional out of hours work
- Tenacious problem solver, will own issues until full resolution
- Excellent communication and presentation skills, both written and verbal with great attention to detail
- High energy level and creative problem-solving abilities, coupled with a desire to take on responsibility
- Strong rapport and relationship building skills with both internal departments and external customers
- Ability to handle multiple tasks and prioritize work in order to maintain required productivity levels
- A good level of business awareness and commercial acumen
- Expert level Managed Public Cloud knowledge including: o PaaS, IaaS, best use cases, limitations etco Working knowledge of key PaaS offerings - Redis cache, CosmosDB, WebApps, Managed Public Cloud SQL, ServiceBus, Webjobso All Managed Public Cloud IaaS components - VMs, Networking, DNS, Storage, Traffic Management, Application Gateway etco Managed Public Cloud templating (defining infrastructure as code)o Designing new Managed Public Cloud solutions - requirements gathering, detailed design through to implementation.o Experience on Cloud migration and transformation
- 7+ years experience in a development or infrastructure operations team for critical IT infrastructure o Certified in AWS to a professional levelo Experience with enterprise networking infrastructureo High-availability, high-performance web technologieso MCSE or RHEL Certifiedo Databases and caching layerso Knowledge of monitoring (Managed Public Cloud OMS, New Relic etc.)
- Systems engineering experience with: o General computer hardware and softwareo Networking principles and DNSo Understanding of networks and common protocolso Other Microsoft technologies such as MS SQL, IIS, AD, mail systems, Windows Clusters, Windows Security, O365o Linux technologies such as MySQL, Apache, Nginx etco CDN technologies including Akamai, CloudFlare, Managed Public Cloud CDN, CloudFront etc.o CMS and e-commerce software such as Sitecore, Microsoft SharePoint Foundation, Drupal, WordPress, Magento etc (desirable)
- Some experience in PowerShell and/or general concepts around API documentation, implementation, and supporting customers using these
Desirable
- Experience in other hyperscale cloud providers
- .NET
- Configuration management toolsets like Windows DSC, Chef, Puppet, Saltstack, Ansible, etc.
- JavaScript - modern JavaScript frameworks e.g. Jquery, AngularJS
- Solid understanding of Version Control Systems, branching and merging model
- Software development working practices / methodologies - AGILE/SCRUM certification
- OS certification
About Rackspace TechnologyWe 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 TechnologyThough 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.Apply for this job
For additional information, visit: https://jobs.lever.co/rackspace/1f2ef65e-1bf5-46b7-acc3-7e53f1937ac4
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