Customer Success Engineer I - Night Shift
Job Summary
Job Description
Serves as the primary technical contact for a designated customer base, providing consulting services to develop technical, tactical, and strategic plans. Responsibilities include system enhancement implementation, ensuring product/service compatibility, and providing escalation coverage. The role requires collaboration with implementation teams, creating technical documentation (runbooks, diagrams, etc.), and participating in customer meetings (ASRs, QBRs, MSRs). Further responsibilities include monitoring operational health, managing capacity and performance, identifying and remediating risks, assisting with migrations, and providing 24/7 on-call P1 technical support. This entry-level position requires a conceptual understanding of IT systems, cloud technologies, and relevant industry best practices.
Must have:
- Technical consulting and planning
- System enhancement implementation
- Technical documentation creation
- Collaboration with implementation & CSM teams
- 24/7 on-call support
- Operational health monitoring
Good to have:
- Linux/Microsoft technologies
- VMware, AWS, Azure, GCP experience
- ITIL certifications
- Relevant hosting experience
- Managed services environment experience
10 skills required
Job Details
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 conceptual knowledge of theories, practices, and procedures within a job discipline
•Performs routine assignments using existing procedures
•Receives instruction, guidance and direction from more senior level roles
•Entry level to a professional career progression
Critical Competencies
•Focusing on customers - Identifies individual customer needs by listening to and taking note of direct requests. Develops relationships with individual customers by responding to routine requests satisfactorily. Develops Solutions, based on past experience, to address customer needs
•Investigating Issues - Takes advantage of opportunities for gaining new information, developing expertise and acquiring new skills relevant to own job. Does practical tasks well; learns on the job and from what has worked in the past. Demonstrates insightfulness about key issues impeding own work and looks at different ways to approach the improvements
•Knowing my organization - Demonstrates basic understanding of the organization’s primary product/service offerings. Demonstrates awareness of various internal networks that have an impact on own work. Acts in accordance with the organization’s values and related behavioral expectations
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
•Other Incidental tasks related to the job, as necessary
•P1 technical support including 24 x 7 on call as required
Person Specification
Knowledge
•Requires conceptual knowledge of theories, practices and procedures within a job discipline
•Applies general knowledge of business developed through education or past experience
•Knowledge of all Rackspace products, business units, and segments
•Understands Rackspace’s strategic partners, vision, and roadmap
•Knowledge of competitors’ offerings, as well as their strengths and weaknesses
•Broad knowledge of IT systems in general, cloud and Internet technologies in particular, and the ongoing development of both
Skills
•Skilled in collaborating and contributing to the selling processes and use of techniques in client interaction
•Effective writing, editing, communication and interpersonal skills
•Must be able to present technical and business concepts in a clear manner, and to communicate proficiently and work with internal SMEs when required to communicate proficiently with customers technical experts.
•Good presentation skills, attention to detail, and follow-through techniques
•Must be able to gain the trust and respect of customers in order to gain high-level strategic insight into their business
•Ability to develop and maintain relationships with key external stakeholders at various business levels
•Able to “think outside of the box” to work with others to consultatively and strategically architect IT systems to support customers’ strategic goals
Preferred
•Linux or Microsoft technologies, VMware, AWS, Azure, GCP
•ITIL (Information Technology Infrastructure Library)
Certifications
•Multiple Linux+, RHCSA, RHCE, MCSA, MCSE, AWS, GCP, Azure, or VMware
Experience
Required
•0 - 2 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
Physical Demands
•General office environment: no special physical demands required
•May require long periods sitting and viewing a computer monitor
•Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations
Travel
•Occasional domestic/international travel, less than 10%
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