Windows Enterprise Customer Success Engineer – Individual Contributor Job Profile Summary A key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers over the phone and via support tickets. The owner of complex customer issues which may take several days or weeks to resolve. Applies creative problem- solving techniques to identify the source of problems; while at the same time keeping the customer aware of every step along the way via the ticketing system. Expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer’s solution. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Manages the load configuration of a central data communication processor and makes recommendations for purchase or upgrade of data networks. Coordinates terminal orders, network system planning, upgrading, monitoring, testing, and servicing. Defines, designs, and implements network communications and solutions using the Windows system. Responsible for solving customer’s technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, or other software issue. Careel Level Summary • Performs tasks with little supervision, receives escalations from others. Mentors and coaches individual contributors. Critical Competencies Key Responsibilities • Expert troubleshooting of the Windows OS, IIS, SQL and other applications. Provides consulting service to customer on building solutions to meet customer needs. Responsible for technical aspect of customer visits both in the office and at customer locations, includes presentations. Ensures customer satisfaction with follow ups. Handles level-appropriate customer support requests via the ticket system. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises judgment in decision-making in order to routinely deliver FANATICAL customer support. Due to the 24x7x365 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, etc. Knowledge • Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Excellent knowledge of Windows 2000/2003 server, IIS 5 & 6, active directory, DNS, SMTP, and TCP/IP. Excellent knowledge of DNS, including diagnostics with Windows system tools. Continually expands knowledge in the areas of new developments and trends; may make recommendations to management on desirable additions and developments. • Familiarity with Rackspace tools, systems and infrastructure Skills Education • High school diploma or equivalent required. Bachelor’s degree in Computer Science, Engineering, or related field preferred Certifications • MCSA or MCSE certification preferred Experience • Requires 8 years experience in systems administration or related field, including a minimum of 2 years web hosting experience Physical Demands • General office environment. Moderate levels of stress may occur at times. May require long periods sitting and viewing a computer monitor. No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations. Occasional travel, less than 10%. Travel Disclaimer The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.