Technical Support Manager

About the Role

Technical Support Manager with a strong background in Rubrik technologies to lead a high-performing team delivering FANATICAL support. This role requires a proven leader who can mentor, motivate, and strategically guide a Rubrik-focused support team, while driving process improvements and customer success globally. The manager will act as a bridge between technical delivery and business outcomes, ensuring customer escalations are handled with expertise and professionalism.

• Build, lead, and mentor a motivated team specialising in Rubrik backup, recovery, and cyber-resiliency solutions.
• Manage customer escalations specific to Rubrik/Backup Technology environments and ensure timely resolution of critical incidents.
• Partner with global stakeholders (CSMs, LE, Account Management) to align Rubrik service delivery with business outcomes.
• Drive process optimisation and workflow improvements in backup support operations.
• Encourage leadership development within the Rubrik/Backup support team.
• Focus on customer experience (CSAT, NPS) as key success measures for Rubrik engagements.
• Represent the Rubrik function with other global technical teams including FLR, Infrastructure Services, OS-Windows, Maintenance, and Productivity.
• Lead strategic programs focused on Rubrik scalability, optimisation, and efficiency.
• Provide strategic direction (12–18 months outlook) on Rubrik/Backup support operations and customer engagement.
• Manage and optimise an enterprise Rubrik support budget.

• Strong working knowledge of Rubrik platform administration, backup/recovery workflows, and cyber-resiliency practices.
• Familiarity with Rubrik integrations (VMware, Cloud, SaaS workloads).
• Excellent problem-solving and incident management skills in Rubrik environments.
• Strong stakeholder management with the ability to influence and collaborate across functions.
• Excellent organisational, leadership, and decision-making abilities.
• Ability to balance strategic Rubrik/Backup initiatives with day-to-day operational management.
• Strong communication skills with the ability to explain Rubrik technical concepts to both technical and non-technical audiences.

• 15 years of professional experience, out of which 5–7 years of people management experience in a technology-based, service-oriented industry.
• 3 years of hands-on experience managing Rubrik/Backup support operations, escalations, or large-scale Rubrik deployments.
• Demonstrated ability to consistently deliver FANATICAL support in Rubrik customer engagements.

• Bachelor's degree in Business or Technology-related field OR
• Graduation with equivalent professional experience.
• Preferred Certifications:
• Rubrik Cyber Resiliency Specialist (RCRS).
• Rubrik Certified System Administrator (RCSA).
• ITIL Certification.

• Manage small to medium-sized Rubrik-focused support teams.
• Provide coaching, mentoring, and serve as back-up to the Supervisor role when required.

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.