Customer Success Engineer III

• Lead and deliver Monthly Service Reviews (MSR) and Quarterly Business Reviews (QBR) with customers, presenting infrastructure performance, availability metrics, and service improvement recommendations
• Develop, maintain, and execute the Technical Account Plan (TAP) aligned with customer business goals, VMware architecture standards, and cloud strategy
• Define, plan, and drive VMware migration and upgrade strategies (vSphere, vSAN, NSX, vRealize Suite, Aria Operations, SDDC etc.) to ensure seamless transitions and minimal service disruption
• Act as the primary technical advisor and escalation point for the customer’s VMware private cloud environment
• Proactively manage Data Stores capacity, ESXi / VM performances, Network Bandwidth utilization observations and analysis, Backup and patching observation and resolution of the challenges, vulnerability management and remediation
• Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation
• Drive all major technical events, including upgrades, migrations, DR tests, and incident recovery, ensuring end-to-end coordination across technical, support, and operations teams
• Oversee and plan Switches, Firewalls, Load balancer upgrades, Vcenter, ESxi upgraes
• ESXi migrations, Zerto configuration for replication and DRE
• Perform proactive health checks and capacity assessments, using VMware tools and telemetry data to identify risks, optimization opportunities, and performance trends
• Collaborate with product, engineering, and support teams to resolve complex VMware infrastructure issues and track corrective actions to closure
• Ensure compliance with VMware architecture best practices, security standards, and lifecycle management policies
• Identify and implement service improvement initiatives focused on availability, resilience, automation, and performance optimization
• Provide technical enablement and knowledge transfer to customer teams, helping them maximize value from VMware technologies
• Stay up to date with VMware roadmap, product enhancements, and emerging technologies to guide customers on modernization and transformation initiatives
• Responsible for collaboration with implementation & solutioning teams with your assigned customers new builds
• Supports Client Executives in the preparation of customer visits
• in the creation of customer quotes
• Responsible for customer technical documentation: environment runbooks
• AMGs and DMGs
• architecture diagrams
• post sales high level design as part of implementation process
• Remains informed on account plans for assigned customers, including sitting in on Advisory implementation calls
• Responsible for participation and collaboration with CSMs at
• ASRs
• QBRs
• MSRs
• creation and implementation of churn mitigation strategies
• implementation calls for assigned customers
• Owns technical projects that improve customer experience
• P1 technical support including 24 x 7 on call as required

• Bachelor's Degree in field related to role
• 10+ years of experience in System Administration, Consulting and Implementation
• Multi-vendor breadth knowledge
• Experience handling multiple tasks/projects
• Experience working directly with key customer stakeholders
• Presenting technical information to wide range of customer stakeholders
• In-depth conceptual and practical knowledge in Private Cloud, virtualization and basic knowledge of related technologies
• Expert-level knowledge of VMWare vSphere, vCenter, ESXi, SDDC and tools like vMotion, DRS, and HA, SRM & Zerto
• Deep understanding of Windows Server OS, Active Directory, Group Policy, and other core services
• Understanding of networking, network devices and their usage like Switch, Firewall, Load Balancer
• Experience with backup and recovery tools like CommVault or any other tools
• Knowledge of all Rackspace products, business units, and segments
• Knowledge of competitors’ offerings, as well as their strengths and weaknesses
• Broad knowledge of IT systems in general, private cloud and Internet technologies in particular
• Must have conversational knowledge of business finance, particularly as it relates to information technology
• Good Skills in collaborating and contributing to the selling processes and use of techniques in client interactions
• Strong writing, editing, communication and interpersonal skills
• Strong presentation skills, attention to detail, and follow-through techniques
• Ability to develop and maintain relationships with key external stakeholders at various business levels
• Able to “think outside of the box” to consultatively and strategically architect complex IT systems
• MCSA, MCSE
• VMware, VMWare SDDC, VMWare SRM / Zerto
• Datadog
• Linux+, RHCSA, RHCE
• ITIL

Relevant hosting experience and working in a managed services environment