Cloud Administrator II

Provides administration for cloud computing platforms, networks, and systems. Responsible for delivering a great customer experience by serving as an escalation point providing technical support via chat, phone, and support tickets. Responds to the Rackspace global support ticket queues, aiming for first-line resolution. Expected to follow processes, display good judgment, and create customer loyalty by exceeding expectations. Key responsibilities include resolving technical issues, securing and improving customer technical environments, troubleshooting alerts, and acting as an escalation point for other techs. Also responsible for incident management, adherence to SLA commitments, and collaboration Account Managers and Business Development Consultants to build strong customer relationships.