App Support Engineer providing 2nd line support and customer relationship management. Working with internal teams to resolve issues and support client applications in a hybrid setting.
About the role
- Technical Support Manager leading a high-performing team delivering FANATICAL support on Rubrik technologies. Driving process improvements and ensuring customer escalations are handled with professionalism.
Responsibilities
- Build, lead, and mentor a motivated team specialising 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 (CSMs, LE, Account Management) to align Rubrik service delivery with business outcomes.
- Drive process optimisation 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.
- Represent the Rubrik function with other global technical teams including FLR, Infrastructure Services, OS-Windows, Maintenance, and Productivity.
- Lead strategic programs focused on Rubrik scalability, optimisation, and efficiency.
- Provide strategic direction (12–18 months outlook) on Rubrik/Backup support operations and customer engagement.
- Manage and optimise an enterprise Rubrik support budget.
Requirements
- 15 years of professional experience, out of which 5–7 years of people management experience in a technology-based, service-oriented industry.
- 3+ years of hands-on experience managing Rubrik/Backup support operations, escalations, or large-scale Rubrik deployments.
- Demonstrated ability to consistently deliver FANATICAL support in Rubrik customer engagements.
- Strong working knowledge of Rubrik platform administration, backup/recovery workflows, and cyber-resiliency practices.
- Familiarity with Rubrik integrations (VMware, Cloud, SaaS workloads).
- Excellent problem-solving and incident management skills in Rubrik environments.
- Strong stakeholder management with the ability to influence and collaborate across functions.
- Excellent organisational, leadership, and decision-making abilities.
- Ability to balance strategic Rubrik/Backup initiatives with day-to-day operational management.
- Strong communication skills with the ability to explain Rubrik technical concepts to both technical and non-technical audiences.
- Education: Bachelor’s degree in Business or Technology-related field OR Graduation (10+2+3) with equivalent professional experience.
- Preferred Certifications: Rubrik Cyber Resiliency Specialist (RCRS). Rubrik Certified System Administrator (RCSA). ITIL Certification.
Benefits
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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