Lead Engineer – UK

Overview

In this Lead Engineer role, you act as the primary technical contact for a portfolio of hosting customers, delivering industry-leading Fanatical Experiences. You provide hands-on support for complex problems and act as a proactive consultant to help customers plan for growth and adopt new technologies. You own technical support, coordinate services, and ensure projects are completed to high standards. You will collaborate with cross-functional teams and aim for exceptional customer outcomes through architecture reviews and proactive guidance.

Pay / Benefits

• compensation range: 61,388.00/year to 79,619.00/year
• incentive compensation opportunities
• annual bonus or incentives
• equity awards
• Employee Stock Purchase Plan (ESPP)
• known benefits at Rackspace

Responsibilities

• Act as a consultative resource to help customers achieve business objectives
• Proactively review solution architecture and propose improvements
• Support the Service Account Manager in customer projects
• Schedule maintenances and perform quality checks
• Respond to support requests and coordinate internal and customer teams
• Maintain relevant technical documentation for customer solutions
• Attend and participate in monthly/quarterly service review meetings
• Identify growth opportunities and pass leads to Business Development Consultant
• Mentor and develop other technical staff
• Strive for an 80% Net Promoter Score
• Achieve high End of Ticket ratings through clear documentation
• Engage every customer in portfolio at least quarterly
• Demonstrate value of Rackspace and Fanatical Experiences through proactive architecture reviews

Key requirements

• Expert-level knowledge of enterprise applications in one or more modules/systems
• Expert-level understanding of system capabilities and configuration options for enterprise applications
• Expert-level knowledge of business processes and operations
• Strong problem-solving and creative thinking abilities
• Effective communication skills across technical to non-technical audiences
• Commercial and business acumen

• Problem-solving creativity
• Effective cross-level communication
• Mentorship and teamwork
• Windows and/or Linux operating system expertise
• Experience with hosting environments
• Solution architecture review and consultancy

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