Description:

The Lead Engineer is responsible for providing industry-leading Fanatical Experiences to a dedicated account base of customers.
Customers host critical websites with Rackspace and have high expectations for the level of service provided.
The Lead Engineer serves as the primary technical point of contact for customers, ensuring their expectations are exceeded.
This role involves providing hands-on technical support for large and complex problems and being a proactive resource for customer growth and technology utilization.
The Lead Engineer coordinates routine and non-routine services, ensuring the completion of tasks and projects.
The position requires a passion for the latest Internet and Hosting technologies, in-depth knowledge of Windows and/or Linux operating systems, and a creative approach to problem-solving.
Effective communication skills at all levels, from technical to non-technical directors, and commercial acumen are essential.
Key responsibilities include managing mission-critical customer solutions, improving solution architecture, supporting customer relationships, leading technical teams, ensuring proper documentation, attending service review meetings, resolving technical issues, and supporting 24x7 operations.
The role also involves striving for a world-class Net Promoter Score and ensuring high End of Ticket Ratings through clear support documentation.

Requirements:

Candidates must have experience delivering systems to Enterprise businesses.
Experience managing transition or migration projects is required.
Demonstrable experience in managing complex technical projects is necessary.
Strong presentation skills and comfort in delivering whiteboard or chalk 'n' talk sessions are essential.
ITIL Service Management experience or certification is required.
Candidates must hold Linux or Windows server certification.
Public cloud certification (AWS, Azure, GCP, Alicloud) is necessary.
An acute understanding of the hosting industry and cloud landscape is required.
Demonstrable knowledge of Terraform, Python, PowerShell, Ruby, and RESTful APIs is essential.
Remote postings are limited to candidates residing within the specified country.

Rackspace Technology is recognized as a best place to work by Fortune, Forbes, and Glassdoor, attracting and developing world-class talent.
The company is committed to embracing technology, empowering customers, and delivering innovative solutions.
Rackspace fosters a diverse and inclusive work environment, welcoming unique perspectives that fuel innovation.
The organization is dedicated to offering equal employment opportunities without regard to legally protected characteristics.
Accommodations are available for candidates with disabilities or special needs.