Technical Support Manager (Rubrik)R-22264

About The RoleTechnical Support Manager with a strong background in Rubrik technologies to lead a high-performing team delivering FANATICAL support. This role requires a proven leader who can mentor, motivate, and strategically guide a Rubrik-focused support team, while driving process improvements and customer success globally. The manager will act as a bridge between technical delivery and business outcomes, ensuring customer escalations are handled with expertise and professionalism.Key ResponsibilitiesBuild, lead, and mentor a motivated team specialising in Rubrik backup, recovery, and cyber-resiliency solutionsManage customer escalations specific to Rubrik/Backup Technology environments and ensure timely resolution of critical incidentsPartner with global stakeholders (CSMs, LE, Account Management) to align Rubrik service delivery with business outcomesDrive process optimisation and workflow improvements in backup support operationsEncourage leadership development within the Rubrik/Backup support teamFocus on customer experience (CSAT, NPS) as key success measures for Rubrik engagementsRepresent the Rubrik function with other global technical teams including FLR, Infrastructure Services, OS-Windows, Maintenance, and ProductivityLead strategic programs focused on Rubrik scalability, optimisation, and efficiencyProvide strategic direction (12–18 months outlook) on Rubrik/Backup support operations and customer engagementManage and optimise an enterprise Rubrik support budgetKnowledge, Skills & AbilitiesStrong working knowledge of Rubrik platform administration, backup/recovery workflows, and cyber-resiliency practicesFamiliarity with Rubrik integrations (VMware, Cloud, SaaS workloads)Excellent problem-solving and incident management skills in Rubrik environmentsStrong stakeholder management with the ability to influence and collaborate across functionsExcellent organisational, leadership, and decision-making abilitiesAbility to balance strategic Rubrik/Backup initiatives with day-to-day operational managementStrong communication skills with the ability to explain Rubrik technical concepts to both technical and non-technical audiencesExperience And Education15 years of professional experience, out of which 5–7 years of people management experience in a technology-based, service-oriented industry3+ years of hands-on experience managing Rubrik/Backup support operations, escalations, or large-scale Rubrik deploymentsDemonstrated ability to consistently deliver FANATICAL support in Rubrik customer engagementsEducation:Bachelor’s degree in Business or Technology-related field ORGraduation (10+2+3) with equivalent professional experiencePreferred Certifications:Rubrik Cyber Resiliency Specialist (RCRS)Rubrik Certified System Administrator (RCSA)ITIL CertificationSupervisionManage small to medium-sized Rubrik-focused support teamsProvide coaching, mentoring, and serve as back-up to the Supervisor role when requiredAbout Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.