Outscal Logooutscal logo

Customer Success Engineer I - Night Shift

1 Day ago • Upto 2 Years • Administrative

Job Summary

Job Description

Serves as the primary technical contact for a designated customer base, providing consulting services, developing technical and strategic plans, and implementing system enhancements. Responsibilities include collaborating with implementation teams, creating technical documentation (runbooks, diagrams, etc.), participating in customer meetings (ASRs, QBRs, MSRs), developing churn mitigation strategies, and ensuring operational health (capacity management, performance reviews, risk remediation). This role requires 24/7 on-call support and involves handling P1 technical issues. The ideal candidate will have experience working directly with customers, presenting technical information, and collaborating with internal teams. Knowledge of cloud technologies (AWS, Azure, GCP), virtualization (VMware), and Linux/Microsoft technologies is preferred.
Must have:
  • Technical consulting & support
  • System enhancement implementation
  • Customer documentation creation
  • Collaboration with internal/external teams
  • 24/7 on-call support
  • Problem-solving & issue resolution
Good to have:
  • Linux/Microsoft technologies
  • Cloud platforms (AWS, Azure, GCP)
  • VMware
  • ITIL certification

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%

undefinedundefinedundefined

Similar Jobs

Samsung Semiconductor - Staff Software Engineer – Platform

Samsung Semiconductor

San Jose, California, United States (Hybrid)
1 Week ago
Rackspace Technology - Sr Cloud Architect

Rackspace Technology

India (Remote)
3 Months ago
ION - IT Desktop Support Engineer (Level 2)

ION

New York, New York, United States (On-Site)
5 Months ago
Infoblox - Senior Software Engineer

Infoblox

Burnaby, British Columbia, Canada (Hybrid)
4 Months ago
IGT - Senior IT Internal Auditor

IGT

Providence, Rhode Island, United States (On-Site)
3 Months ago
Next Level Business Services - SAP  Success Factors Consultant

Next Level Business Services

Boston, Massachusetts, United States (On-Site)
5 Months ago
Dmg - Provider Relations Intern

Dmg

Cincinnati, Ohio, United States (On-Site)
3 Months ago
ByteDance - US Payroll Compliance Officer - HROP - San Jose

ByteDance

San Jose, California, United States (On-Site)
2 Months ago
Onward Search - Office Manager

Onward Search

Mercer Island, Washington, United States (On-Site)
2 Days ago
Nintendo - Risk Management Specialist (m/f/d)

Nintendo

Frankfurt, Hessen, Germany (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

NVIDIA - Solution Architect - AI and ML

NVIDIA

(Remote)
2 Months ago
NVIDIA - Senior Software QA Automation Engineer

NVIDIA

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
1 Month ago
N-iX - Senior .NET Fullstack Engineer

N-iX

Poland (Hybrid)
1 Month ago
Cargo Studio - MIS Engineer

Cargo Studio

(On-Site)
1 Month ago
Remedy Entertainment Plc - Senior System Administrator

Remedy Entertainment Plc

Espoo, Uusimaa, Finland (On-Site)
1 Month ago
Company3 Method Studios - System Engineer

Company3 Method Studios

Hollywood, Florida, United States (On-Site)
4 Months ago
PwC - Endpoint Engineer - US Client (Olivos/Barracas)

PwC

Olivos, Buenos Aires Province, Argentina (On-Site)
4 Months ago
Flying Bark Productions - DevOps Engineer

Flying Bark Productions

Sydney, New South Wales, Australia (Hybrid)
1 Day ago
NVIDIA - Senior HPC AI Cluster Engineer

NVIDIA

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
1 Month ago
ION - VMware Engineer, Italy

ION

Italy (Hybrid)
5 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Gurugram, Haryana, India

Sportskeeda - Head of Brand Solutions

Sportskeeda

India (Remote)
1 Week ago
Stantec - Civil 3D Designer- Infra- Water

Stantec

Pune, Maharashtra, India (On-Site)
8 Months ago
Nielsen Holdings - Sr ABAP consultant - Mumbai/ Bangalore

Nielsen Holdings

Mumbai, Maharashtra, India (Hybrid)
5 Months ago
Rackspace Technology - Service Delivery Manager

Rackspace Technology

India (Remote)
4 Weeks ago
Nielsen Holdings - Senior Software Engineer - Windows\C++\.Net -AM-TECH-DA-86

Nielsen Holdings

Gurugram, Haryana, India (Hybrid)
5 Months ago
EXUSIA - Power BI Data Analyst

EXUSIA

Hyderabad, Telangana, India (Remote)
3 Weeks ago
DNEG - FX Lead (DNEG Animation)

DNEG

Mumbai, Maharashtra, India (On-Site)
5 Months ago
ICE - Senior Full Stack Developer

ICE

Bhubaneswar, Odisha, India (Hybrid)
5 Months ago
Assystems - Structural/ Architectural Designer

Assystems

Hyderabad, Telangana, India (On-Site)
4 Months ago
ION - DCM Data Analyst - 1018

ION

Mumbai, Maharashtra, India (On-Site)
5 Months ago

Get notifed when new similar jobs are uploaded

Administrative Jobs

AGS - American Gaming Systems - Parts Order Specialist

AGS - American Gaming Systems

Oklahoma City, Oklahoma, United States (On-Site)
3 Weeks ago
SmileGate - Group Personal Information Protection Manager

SmileGate

Seongnam-si, Gyeonggi-do, South Korea (On-Site)
2 Months ago
Axinous - Financial Representative – India Payroll

Axinous

Sahibzada Ajit Singh Nagar, Punjab, India (On-Site)
1 Week ago
Every matrix - Incident Manager

Every matrix

Lviv, Lviv Oblast, Ukraine (Hybrid)
17 Hours ago
Evolution - IT Specialist - Tech Ops

Evolution

Fairfield, Connecticut, United States (On-Site)
4 Weeks ago
CloudHire - Salesforce Developer L5/6 (Vlocity)

CloudHire

Hyderabad, Telangana, India (Remote)
1 Day ago
The Walt Disney Company - Sr. Storage Engineer

The Walt Disney Company

California, United States (On-Site)
2 Days ago
ARHS - Technology Expert – Network Administrator

ARHS

Luxembourg (On-Site)
5 Months ago
Every matrix - Stage Rigger (Fixed-term contract, 3 months)

Every matrix

Batumi, Adjara, Georgia (On-Site)
3 Months ago
PearlAbyss - Junior System Engineer

PearlAbyss

(On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

San Antonio, Texas, United States (Remote)

Gurugram, Haryana, India (Remote)

Mexico City, Mexico City, Mexico (Remote)

India (Remote)

Gurugram, Haryana, India (Hybrid)

Bengaluru, Karnataka, India (Remote)

Vietnam (Hybrid)

View All Jobs

Get notified when new jobs are added by Rackspace Technology

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug