Customer Success Engineer III

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October 14

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Rackspace Technology

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SaaS • Cloud

Rackspace Technology is a leading provider of managed cloud services, offering a comprehensive range of cloud and application solutions. The company specializes in helping businesses increase efficiency and reliability through cloud adoption, application modernization, and data solutions, leveraging technologies such as AI, machine learning, and next-gen data platforms. They offer a full suite of services including consulting, application modernization, cloud security, and multicloud strategies, tailoring solutions to meet the specific needs of sectors such as healthcare, financial services, and public utilities. Rackspace Technology is known for its expertise in navigating complex cloud environments and providing advanced managed services to optimize performance and ensure compliance.

5001 - 10000 employees

Founded 1998

☁️ SaaS

📋 Description

• Serves as a single point of contact for technical consultation, for a designated customer base in Private Cloud. • Provides consulting service to customers, developing technical, tactical and strategic plans related to systems definition and feasibility determination. • Propose and implement system enhancements, assessing the compatibility and integration of products/services proposed to ensure integrated architecture across interdependent technologies. • Provides escalation coverage for dedicated customer base. • Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed • Responsible for providing technical consultation in POCs and RFP/RFI responses, for your customer base. • Responsible for collaboration with implementation teams with your assigned customers new builds • Supports Client Executives in the preparation of customer visits; in the creation of customer quotes. • Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process. • Remains informed on account plans for assigned customers, including sitting in on Advisory implementation calls • Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers • Informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing. • Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation. • Other Incidental tasks related to the job, as necessary. Owns technical projects that improve customer experience. • P1 technical support including 24 x 7 on call as required

🎯 Requirements

• Knowledge • Requires in-depth conceptual and practical knowledge in Private Cloud, virtualization and basic knowledge of related technologies • Expert-level knowledge of VMWare vSphere, vCenter, ESXi, SDDC and tools like vMotion, DRS, and HA, SRM & Zerto • Deep understanding of Windows Server OS, Active Directory, Group Policy, and other core services. • Understanding of networking, network devices and their usage like Switch, Firewall, Load Balancer • Experience with backup and recovery tools like CommVault or any other tools. • Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market. • Knowledge of all Rackspace products, business units, and segments • Understands Rackspace’s strategic partners, vision, and roadmap • Knowledge of competitors’ offerings, as well as their strengths and weaknesses • Broad knowledge of IT systems in general, private cloud and Internet technologies in particular, and the ongoing development of both • Must have conversational knowledge of business finance, particularly as it relates to information technology • 10+ years of experience in System Administration, Consulting and Implementation • Multi-vendor breadth knowledge • Experience handling multiple tasks/projects • Experience working directly with key customer stakeholders • Presenting technical information to wide range of customer stakeholders

🏖️ Benefits

• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations • Occasional domestic/international travel, less than 10%