Customer Success Engineer

2 days ago

Gurugram, India Rackspace Technology Full time

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 + years of experience in VMWare and Windows / Linux, virtualization cloud technologies like VMWare
  • Basic understanding of different infrastructure components like Firewall, Load Balancer, SAN,NAS, Backup
  • Customer centric thinking
  • Multi-vendor breadth knowledge
  • Experience handling multiple tasks/projects
  • Experience working directly with key customer stakeholders
  • Relevant hosting experience in Private Cloud
  • Working in a managed services environment

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