Lead Engineer - UK
The Lead Engineer is responsible for providing industry leading Fanatical Experiences to a dedicated account base of customers. Customers host critical websites with us and have a high expectation for the level of service provided. As the customer’s primary technical point of contact with Rackspace the Lead Engineer role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded. The role of the Lead Engineer (LT) is to provide hands on technical support for large and complex problems as well as being a proactive and consultative resource to help customers plan for their future growth and the utilization of new technologies. This role owns the technical support of the customer, coordinating routine and non-routine services and ensuring completion of tasks and projects. Success in the role requires: A passion for the latest Internet and Hosting technologies. In depth knowledge of Windows and/or Linux operating systems and their application in a web hosting environment. A creative approach to problem solving. Effective communication skills at all levels, technical through to nontechnical directors. Commercial and business acumen
Key Responsibilities:
- Act as a consultative resource for customers to assist them in achieving their business objectives
- Pro-actively seek opportunities to review solution architecture then put forward and implement proposals for improvement
- Support the Service Account Manager in customer projects
- Schedule customer maintenances and ensure appropriate quality checks have been completed
- Respond to support requests and co-ordinate Rackspace/Customer support teams where appropriate
- Ensure appropriate technical documentation is in place for customer solutions
- Attend and participate in monthly/quarterly service review meetings
- Identify opportunities for growth and pass leads to a Business Development Consultant
- Mentor and assist in the development of other technical staff
- 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 realize the value of Rackspace and Fanatical Experiences through pro- active architecture reviews and consultancy work
Knowledge Required:
- Expert-level knowledge of enterprise applications in one or more modules/systems
- Expert-level understands system capabilities and configuration options for various enterprise applications
- Expert-level knowledge of business process and operations
About Rackspace Technology
We 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 Technology
Though 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.