Manager, Technical Support – OpenStack with Kubernetes at Rackspace

At Rackspace Technology, we pride ourselves on being the multicloud solutions experts. We help our customers navigate complex challenges by combining our deep expertise with the world’s leading technologies across applications, data, and security. We are a team that thrives on innovation and collaboration, constantly working to empower our clients and deliver the future. Our culture is built on the idea that our unique perspectives fuel our success, and we are looking for a dedicated leader to join us in this mission.

The opportunity

We are seeking a Manager for Technical Support to lead our efforts in the OpenStack and Kubernetes space. In this senior role, you will be the driving force behind our pre and post-sales service delivery. You will manage a talented team, ensuring that we provide exceptional support while maintaining the high standards our customers expect. This position is perfect for someone who enjoys blending technical leadership with strategic business management, as you will be responsible for everything from resolving complex customer concerns to optimizing our operational processes and service level agreements.

A day in the life

• You will lead and mentor a team of support professionals, fostering their career growth while ensuring they meet performance goals and deliver high-quality results for our OpenStack and Kubernetes clients.
• You will act as a bridge between our technical teams and our customers, collaborating with sales and solutions architects to design cloud solutions that are scalable, secure, and performant.
• You will drive continuous improvement by analyzing our operational workflows, managing change control processes, and facilitating root cause analysis to ensure our systems and services remain top-tier.

Who you are

You are a seasoned professional with 7 to 9 years of experience in customer service, ideally with a background in engineering or development. You understand the importance of systems thinking and know how to align people, processes, and technology to achieve organizational goals. Your background includes:

• A bachelor's degree in a business or technology-related field.
• Expertise in OpenStack and Kubernetes, along with a strong grasp of customer service management principles.
• Proven leadership experience, including the ability to motivate teams and communicate effectively across all levels of an organization.
• A solid understanding of change management, SLA compliance, and operational process optimization.
• Proficiency in English.

Why you'll love it here

We believe in creating a workplace where you can bring your whole self to work. As a global organization, we are committed to providing an inclusive environment where everyone can thrive. You will have the opportunity to work with a world-class team that has been consistently recognized as a top place to work by Fortune, Forbes, and Glassdoor. We offer the flexibility of remote work, allowing you to contribute to our mission from anywhere while being part of a supportive, winning team.