Infrastructure Engineer III - IN

JOB TITLE: Infrastructure Engineer - III PRIMARY RESPONSIBILITY:  Responsible for owning the relationship held with internal customers to ensure technical, system administration and specialist support needs are met. Owns internal customer issues from identification to resolution. Ability to conduct solo account reviews, management of escalations at all levels including ELT, can act on general instruction of new assignments and is able to multi task.  KNOWLEDGE/SKILLS/ABILITY:  Self-starter and independent worker driven by personal standards of excellence. Ability to influence. Moderate project management skills. Strong time management skills. Excellent interpersonal, written and verbal communication skills. Exhibits excellent attention to detail. Ability to communicate technical info and ideas so others will understand. Able to demonstrate innovative problem solving and critical thinking. Ability to be decisive and able to recognize and support the organization's preferences and priorities. Demonstrates a solid understanding of the Account Manager role in reaching team and company goals. Able to prioritize a highly varied work level in order to maintain required productivity levels. Flexible and adaptable to work schedule based on customer needs. Moderate understanding of Networking. Basic understanding of 3rd Party Cloud providers. Intermediate understanding of financial terminology and business acumen. Ability to successfully work and promote inclusiveness in small groups. Knowledge of Rackspace Technology products and systems.  JOB COMPLEXITY:  -      Ability to handle day-to-day tasks independently-      Owns coordination with the support team to ensure customer satisfaction-      Ability to conduct implementation calls-      Ability to present written and verbal proposals targeted toward Demand Planning & Finance-      Ability to use provided reporting to create deployment cost estimates utilizing excess hardware-      Evaluates, defines and influences internal processes; recommends and implements process changes-      Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes. Knows why specific options will work for customers and can explain the difference in recommendations-      Can guide internal customers on how to implement options-      Intelligently speak to customer technology capabilities, possibilities and pitfalls and has the ability to recognizes and understand why and how to fix-      Ability to find contacts internally for escalations-      Receives escalations and can escalate with guidance-      Provides training and mentoring to less experienced peers-      Develop and implement continuous improvements and process efficiency-      Ability to utilize basic Project Management Skills to keep issues moving-      Willing to manage a complex account workload-      Excellent creative problem-solving abilities, coupled with a desire to take on responsibility-      Advanced understanding of technology partners and how they can assist Rackspace. SUPERVISION: Operates under minimal supervision with latitude for independent judgment.EXPERIENCE/EDUCATION:  High School diploma or equivalent required. Bachelor’s degree preferred.  At the manager’s discretion, additional relevant experience may be substituted for the degree requirement. 3-5 years relevant service and relationship experience including a minimum of 2 years’ experience in a customer facing technical support or account manager role acting as an advisor to customers. Experienced in independently analyzing, troubleshooting and problem solving customer issues. Experienced in handling multiple tasks.About Rackspace TechnologyWe 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.  More on Rackspace TechnologyThough 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. We welcome you to apply today and want you to know that 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.