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Customer Success Engineer - II - R-22051

Rackspace
Full-time
Remote
India
Job Family Summary
• Serves as a single point of contact for technical consultation, for a designated customer base
• Provides consulting service to customers, developing technical, tactical and strategic plans, related to systems definition and feasibility determination
• Proposes and implements system enhancements, assessing the compatibility and integration of products/services proposed to ensure an 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

Career Level Summary

    • Requires working knowledge and experience in own job discipline and broadens capabilities
    • Continues to build knowledge of the company, processes and customers
    • Performs a range of assignments related to job discipline
    • Uses prescribed guidelines or processes in analyzing situations
    • Receives a moderate level of guidance and direction

Key Responsibilities

    • Responsible for collaboration with implementation teams with your assigned customers new builds
    • Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process
    • 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 Customer Success Engineer II Global Job Code:
    • Other Incidental tasks related to the job, as necessary. May lead technical projects with manageable risk, that improve customer experience
    • P1 technical support including 24 x 7 on call as required 

Experience

    • 6 - 10 years of experience in the field of role
    • 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

Preferred

    • Relevant hosting experience
    • Working in a managed services environment 
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