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About the Role

The Lead Engineer provides industry-leading customer experiences by serving as the primary technical point of contact. This role involves hands-on support for complex issues and proactive consultation to guide customers on future growth and technology adoption. Success requires a passion for Internet and Hosting technologies, in-depth knowledge of Windows/Linux, creative problem-solving, and strong communication and business acumen.

Responsibilities

• 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

Requirements

• 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

Skills

• Windows and/or Linux operating systems
• Web hosting environment
• Creative approach to problem solving
• Effective communication skills at all levels
• Commercial and business acumen

Salary/Compensations

• £61,388.00/year
• £79,619.00/year

Benefits

• Incentive compensation opportunities in the form of annual bonus or incentives
• Equity awards
• Employee Stock Purchase Plan (ESPP)

About the Company

• 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 returns into the future.
• Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent.
• Join us on our mission to embrace technology, empower customers and deliver the future.
• Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission.
• We bring our whole selves to work every day.
• And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe.

Equal Opportunity

• We are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic.
• If you have a disability or special need that requires accommodation, please let us know.