Customer Success Lead Engineer

**Key Responsibilities**:

- Create and maintain customer loyalty by serving our customers above and beyond their expectations
- Proactively seek opportunities to review solution architecture then put forward and implement proposals for improvement
- Serve as a consultative resource for customers to assist them in achieving their business objectives by providing solution design/review and implementation/optimization for Cloud solutions
- Support the Customer Success Managers in customer projects
- Respond to support requests and co-ordinate Rackspace/Customer support teams where appropriate
- Ensure appropriate technical documentation is in place for customer solutions
- Design, develop, test, and implement new configurations, architectures, and standards
- Assist customers and internal teams to automate processes and incorporate devops methodologies

**Key Performance Indicators**
- 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 realise the value of Rackspace and Fanatical Support through pro-active architecture reviews and consultancy work

**Key Requirements**:

- Due to 24x7x365 operation, must be willing to be available for occasional out of hours work
- Tenacious problem solver, will own issues until full resolution
- Excellent communication and presentation skills, both written and verbal with great attention to detail
- High energy level and creative problem-solving abilities, coupled with a desire to take on responsibility
- Strong rapport and relationship building skills with both internal departments and external customers
- Ability to handle multiple tasks and prioritize work in order to maintain required productivity levels
- A good level of business awareness and commercial acumen
- Expert level Managed Public Cloud knowledge including:

- o PaaS, IaaS, best use cases, limitations etc- o Working knowledge of key PaaS offerings - Redis cache, CosmosDB, WebApps, Managed Public Cloud SQL, ServiceBus, Webjobs- o All Managed Public Cloud IaaS components - VMs, Networking, DNS, Storage, Traffic Management, Application Gateway etc- o Managed Public Cloud templating (defining infrastructure as code)- o Designing new Managed Public Cloud solutions - requirements gathering, detailed design through to implementation.- o Experience on Cloud migration and transformation- 7+ years experience in a development or infrastructure operations team for critical IT infrastructure
- o Certified in AWS to a professional level- o Experience with enterprise networking infrastructure- o High-availability, high-performance web technologies- o MCSE or RHEL Certified- o Databases and caching layers- o Knowledge of monitoring (Managed Public Cloud OMS, New Relic etc.)- Systems engineering experience with:

- o General computer hardware and software- o Networking principles and DNS- o Understanding of networks and common protocols- o Other Microsoft technologies such as MS SQL, IIS, AD, mail systems, Windows Clusters, Windows Security, O365- o Linux technologies such as MySQL, Apache, Nginx etc- o CDN technologies including Akamai, CloudFlare, Managed Public Cloud CDN, CloudFront etc.- o CMS and e-commerce software such as Sitecore, Microsoft SharePoint Foundation, Drupal, WordPress, Magento etc (desirable)- Some experience in PowerShell and/or general concepts around API documentation, implementation, and supporting customers using these

**Desirable**:

- Experience in other hyperscale cloud providers
- .NET
- Configuration management toolsets like Windows DSC, Chef, Puppet, Saltstack, Ansible, etc.
- JavaScript - modern JavaScript frameworks e.g. Jquery, AngularJS
- Solid understanding of Version Control Systems, branching and merging model
- Software development working practices / methodologies - AGILE/SCRUM certification
- OS certification

LI-MT1

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