Robert Lobello Email & Phone Number

The Manager, Technical Support is responsible for ensuring clients receive timely, expert solutions to operational problems. As the leader of a highly-skilled technical team, they are responsible for ensuring resources are properly aligned to provide successful business outcomes for their clients, focusing on creating long-term enhancements to the products and services portfolio, and driving the business towards achieving key performance goals.Role Responsibilities:-Participate in meetings and planning sessions with the leadership team regarding the mid- and long-term requirements for budget, headcount, technology, and training.-Responsible for building, maintaining and developing technical teams.-Maintain a scalable and efficient organizational model that reduces the cost to serve clients.-Review service breakdowns and drive service, performance and process improvement.-Work collaboratively with the global business to find solutions to challenges posed by new opportunities and to achieve growth targets. -Deploy and optimize new service solutions.-Set strategic goals for the team that align with business objectives and that meet customer SLAs. -Manage workload consisting of complex technical projects and interactions with Enterprise customers.-Monitor and track performance, and identify opportunities to improve delivery of service.

An Enterprise Support Architect (ESA) provides a high degree of technical leadership to both Rackspace and their clients. They have an increased level of responsibility to lead technical growth and change initiatives in the business, and are considered thought leaders in their field.Role Responsibilities:-Manage technically complex, large spend customers within the Enterprise space.-Understand the client’s business objectives and design solutions to meet their needs.-Focus on driving growth and portfolio adoption with clients.-Help drive initiatives that impact various internal departments.-Work as a member on cross-functional project teams to represent the interests of service delivery and provide a voice of the customer.-Provide guidance and leadership within the service delivery technical community.-Contribute to the growth of other Engineers and Architects through knowledge sharing and community engagement activities.-Provide mentoring and other learning opportunities to aid in building a pipeline of future Engineers.

An Enterprise Support Engineer (ESE) is a highly skilled technical resource that acts as a liaison between internal technical support teams and the client. They are responsible for gaining an in-depth knowledge of the customer’s business, leveraging Rackspace products and services to solve business needs, and elevating the level of Fanatical Support.Role Responsibilities:-Manage clients with varying degrees of complexity in the SMB and Mid-Market space.-Serve as an escalation point for customers and other internal departments on complex technical issues.-Partner with Sales to identify client needs, design and implement solutions, and provide ongoing technical support.-Provide expertise of the available technology portfolio, guiding clients towards products/services that enhance their business.-Serve as an advocate for the client, building strong relationships and working as an extension of their IT team.