Lead Engineer, Technical Support, Systems Engineer

The Lead Engineer is responsible for providing industry leading Fanatical Experiences to a dedicated account base of customers. Customers host critical websites with us and have a high expectation for the level of service provided. As the customer’s primary technical point of contact with Rackspace the Lead Engineer role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.

The role of the Lead Engineer (LT) is to provide hands on technical support for large and complex problems as well as being a proactive and consultative resource to help customers plan for their future growth and the utilization of new technologies. This role owns the technical support of the customer, coordinating routine and non-routine services and ensuring completion of tasks and projects.

Success in the role requires: A passion for the latest Internet and Hosting technologies. In depth knowledge of Windows and/or Linux operating systems and their application in a web hosting environment. A creative approach to problem solving. Effective communication skills at all levels, technical through to nontechnical directors.

• Act as a consultative resource for customers to assist them in achieving their business objectives
• Pro-actively seek opportunities to review solution architecture then put forward and implement proposals for improvement
• Support the Service Account Manager in customer projects
• Schedule customer maintenances and ensure appropriate quality checks have been completed
• Respond to support requests and co-ordinate Rackspace/Customer support teams where appropriate
• Ensure appropriate technical documentation is in place for customer solutions
• Attend and participate in monthly/quarterly service review meetings
• Identify opportunities for growth and pass leads to a Business Development Consultant
• Mentor and assist in the development of other technical staff
• 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 realize the value of Rackspace and Fanatical Experiences through pro- active architecture reviews and consultancy work

• Expert-level knowledge of enterprise applications in one or more modules/systems
• Expert-level understands system capabilities and configuration options for various enterprise applications
• Expert-level knowledge of business process and operations

Our compensation reflects the cost of labor across several geographic markets. The compensation range for this position ranges from £61,388.00/year in our lowest geographic market up to £79,619.00/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Learn more about benefits at Rackspace.

• incentive compensation opportunities in the form of annual bonus or incentives
• equity awards
• an Employee Stock Purchase Plan (ESPP)

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…