Manager, Technical Support
Remote
Full Time
#Product
#OpenStack
#Kubernetes
#CRM
#SLA
#Customer Service
#Change Management
#Management
#Engineering
At Rackspace Technology, we are the multicloud solutions experts. Our mission is to embrace technology, empower our customers, and deliver the future by combining deep expertise across applications, data, and security. We pride ourselves on designing solutions that scale and optimizing returns for businesses around the globe. As a recognized best place to work by Fortune, Forbes, and Glassdoor, we are looking for passionate individuals to join our winning team and contribute to our inspiring mission.
The role
We are seeking a Senior Technical Support Manager to join our team on a full-time, remote basis. This is a leadership position where you will oversee the delivery of pre and post-sales services for our OpenStack and Kubernetes offerings. You will be responsible for managing professional employees and team leads, ensuring that our service delivery remains efficient, accurate, and aligned with our broader organizational goals.
Core responsibilities
- Lead and mentor a team of professionals to ensure high-quality support and performance results for our OpenStack and Kubernetes solutions.
- Develop and implement strategic processes for service delivery, including managing customer retention, handling escalation procedures, and reviewing service level agreement claims.
- Collaborate with sales teams, solutions architects, and other engineering managers to design optimal cloud solutions and ensure consistent, high-speed customer outcomes.
Skills and experience
To be successful in this role, you should possess the following qualifications:
- A bachelor's degree in a business or technology-related field.
- Seven to nine years of progressive experience in customer service, with a demonstrated history of leadership or team guidance.
- Practical experience in a development or engineering role, or significant experience managing developers and DevOps engineers.
- Strong knowledge of OpenStack, Kubernetes, and CRM systems.
- Expertise in change management, SLA oversight, and operational process improvement.
- Excellent communication skills, with the ability to motivate team members and collaborate effectively across all levels of the organization.
- Fluency in English.
Compensation and benefits
We are committed to supporting our employees through a flexible work environment. This position offers the following benefit:
- Remote work flexibility.
How to apply
If you are ready to apply your leadership skills to help us deliver world-class cloud solutions, we encourage you to submit your application. We are an equal opportunity employer and welcome candidates from all backgrounds to join our mission. If you require any accommodations during the hiring process due to a disability, please let us know.
