Customer Success Engineer I Job in Gurgaon at Rackspace India Pvt. Ltd.

Rackspace Technology is hiring for the role of Customer Success Engineer!

Responsibilities of the Candidate:

• 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
• Responsible for collaboration with implementation teams with your assigned customer's 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

Requirements:

• 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
• Understand Rackspace’s strategic partners, vision, and roadmap
• Effective writing, editing, communication and interpersonal skills
• Must be able to present technical and business concepts in a clear manner, and 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