Technical Manager

As a Technical Support Manager with a strong background in Rubrik technologies, your role will involve leading a high-performing team to deliver FANATICAL support. You will mentor, motivate, and strategically guide a team specializing in Rubrik backup, recovery, and cyber-resiliency solutions. Your responsibilities will include managing customer escalations, driving process improvements, and ensuring customer success globally. Key Responsibilities: - Build, lead, and mentor a motivated team specializing in Rubrik backup, recovery, and cyber-resiliency solutions - Manage customer escalations specific to Rubrik/Backup Technology environments and ensure timely resolution of critical incidents - Partner with global stakeholders to align Rubrik service delivery with business outcomes - Drive process optimization and workflow improvements in backup support operations - Encourage leadership development within the Rubrik/Backup support team - Focus on customer experience (CSAT, NPS) as key success measures for Rubrik engagements - Lead strategic programs focused on Rubrik scalability, optimization, and efficiency - Provide strategic direction on Rubrik/Backup support operations and customer engagement - Manage and optimize an enterprise Rubrik support budget Qualifications Required: - Strong working knowledge of Rubrik platform administration, backup/recovery workflows, and cyber-resiliency practices - Familiarity with Rubrik integrations such as VMware, Cloud, and SaaS workloads - Excellent problem-solving and incident management skills in Rubrik environments - Strong stakeholder management and collaboration skills - Excellent organizational, leadership, and decision-making abilities - Ability to balance strategic initiatives with operational management - Strong communication skills to explain technical concepts to both technical and non-technical audiences Experience and Education: - 15 years of professional experience with 5-7 years of people management in a technology-based, service-oriented industry - 3+ years of hands-on experience managing Rubrik/Backup support operations - Demonstrated ability to consistently deliver FANATICAL support in Rubrik customer engagements - Bachelor's degree in Business or Technology-related field OR equivalent professional experience - Preferred certifications: Rubrik Cyber Resiliency Specialist (RCRS), Rubrik Certified System Administrator (RCSA), ITIL Certification About Rackspace Technology: Rackspace Technology is the multicloud solutions expert that combines expertise with leading technologies to deliver end-to-end solutions. Join a team that embraces technology, empowers customers, and delivers the future.,