Technical Support Manager

Job not on LinkedIn

🔥 2 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rackspace Technology

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1998

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

Consulting • Logistics • Artificial Intelligence

Rackspace Technology is a global managed cloud services provider that designs, builds, migrates and operates multicloud, hybrid and private cloud environments for enterprises. It offers consulting, professional and managed services across cloud infrastructure, application modernization, data platforms, AI/ML (Foundry of AI/FAIR), and cybersecurity, along with managed hosting, colocation and platform integrations with major hyperscalers. Rackspace serves regulated and mission-critical industries with a focus on security, compliance, cost optimization and operational reliability.

📋 Description

• Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services • Ensure adherence to SLOs, SLAs, quality standards, and operational processes • Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact • Drive response and resolution of customer escalations, major incidents, and business-critical events • Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents • Recruit, onboard, develop, and retain technical talent • Conduct one-on-one meetings, coaching sessions, goal reviews, and performance discussions • Mentor team members on technical, operational, and customer-facing competencies • Support employee career growth and succession planning • Ensure exceptional customer experiences and support strategic accounts • Review customer trends, service metrics, and feedback to identify improvement opportunities • Drive automation, operational excellence, and process improvement initiatives • Develop runbooks, knowledge articles, and operational documentation • Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals • Provide weekly Progress, Plans, and Problems (PPP) updates • Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience • 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments • 2+ years of people leadership experience managing technical teams • Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform • Experience managing customer escalations and service delivery operations • Strong analytical, communication, coaching, and stakeholder management skills • Fluent English communication skills • Spanish proficiency required • Preferred: Public cloud certifications (AWS, Azure, GCP) • Preferred: Experience in managed services, SRE, DevOps, or modern operational support models • Preferred: Experience leading distributed and geographically diverse teams • Preferred: Demonstrated success driving automation and operational improvement programs

🏖️ Benefits

• Equal employment opportunity • Disability and special-needs accommodation