Customer Success Engineer - II - R-22051
Rackspace
India - Gurgaon
8h ago
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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