Technical Support Manager

Rackspace Technology

. Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services .

Posted 9/18/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in cloud infrastructure management, team leadership, and operational excellence, with a focus on customer satisfaction and strategic planning. Proficient in driving automation initiatives and mentoring technical talent to enhance service delivery.

Highest-signal resume keywords

Cloud Infrastructure ManagementPeople LeadershipAWS, Microsoft Azure, Google Cloud PlatformCustomer Escalation ManagementPublic Cloud Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Cloud InfrastructureSystems AdministrationManaged ServicesTechnical SupportAutomationOperational ImprovementService Delivery OperationsKPI ManagementCapacity PlanningRunbook Development

Soft Skills

Analytical SkillsCommunication SkillsCoaching SkillsStakeholder ManagementMentoring

Certifications & Qualifications

Public Cloud Certifications

Industry Keywords

SLOsSLAsCustomer ExperienceIncident ManagementCross-Functional CollaborationPerformance DiscussionsService MetricsChurn RiskStrategic AccountsDistributed Teams

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services
Ensure adherence to SLOs, SLAs, quality standards, and operational processes
Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact
Drive response and resolution of customer escalations, major incidents, and business-critical events
Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents
Recruit, onboard, develop, and retain technical talent
Conduct one-on-one meetings, coaching sessions, goal reviews, and performance discussions
Mentor team members on technical, operational, and customer-facing competencies
Support employee career growth and succession planning
Ensure exceptional customer experiences and support strategic accounts
Review customer trends, service metrics, and feedback to identify improvement opportunities
Drive automation, operational excellence, and process improvement initiatives
Develop runbooks, knowledge articles, and operational documentation
Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals
Provide weekly Progress, Plans, and Problems (PPP) updates
Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience
5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments
2+ years of people leadership experience managing technical teams
Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform
Experience managing customer escalations and service delivery operations
Strong analytical, communication, coaching, and stakeholder management skills
Fluent English communication skills
Spanish proficiency required
Preferred: Public cloud certifications (AWS, Azure, GCP)
Preferred: Experience in managed services, SRE, DevOps, or modern operational support models
Preferred: Experience leading distributed and geographically diverse teams
Preferred: Demonstrated success driving automation and operational improvement programs

Benefits

Comp & perks

Equal employment opportunity
Disability and special-needs accommodation