Job Description:

About Organization

Rakuten Symphony's Cloud Customer Success Department is dedicated to ensuring customers achieve maximum value from their cloud investments. Our team provides strategic guidance, technical expertise, and ongoing support to help customers adopt, optimize, and successfully operate cloud solutions.

We are a global team with over 40 members located in Japan, India, and the US. The team operates in a matrixed structure, fostering clear reporting lines and robust cross-functional collaboration. Our personnel structure blends senior technical leaders with skilled individual contributors, ensuring strong delivery, comprehensive knowledge sharing, and operational continuity. This diverse group includes architects, engineers, and program managers, all committed to driving customer success in the cloud.

Job Duties

We are seeking a dedicated Cloud Customer Success Engineer/Architect to work closely with our customers. This role is pivotal in understanding their objectives, aligning cloud solutions with specific business outcomes, and ensuring operational excellence and ongoing utilization of our cloud services, particularly for Rakuten Cloud Platform automation. By combining customer advocacy, technical excellence, and strong program management, you will help customers build long-term cloud capabilities.

Key Responsibilities:

Provide strategic guidance and technical expertise to customers for cloud adoption, optimization, and operation.
Work closely with customers to understand their business objectives and align cloud solutions to achieve desired outcomes.
Ensure operational excellence and ongoing utilization of Rakuten Cloud Platform automation and other cloud services.
Deliver RMI (Rakuten Mobile Infrastructure) support for Rakuten Cloud automation and other customers.
Act as a customer advocate, translating customer needs into actionable technical requirements.
Collaborate with internal teams to ensure seamless service delivery and customer satisfaction.

Minimum Qualifications

Technical Expertise:
- Expertise in Linux system administration with strong troubleshooting and problem-solving capabilities.
- Certified Kubernetes Administrator (CKA) or equivalent hands-on experience with Kubernetes.
- Proficiency in automation and configuration management using Ansible.
- Strong scripting skills in Bash, Python, and other automation tools to streamline operations.
- Experience with virtualization technologies and containerized environments.
- Understanding of Identity and Access Management and security vulnerability mitigation.
Customer & Problem Solving:
- Proven experience in technical customer handling.
- Very good in Root Cause Analysis (RCA) and problem-solving skills.
Mindset:
- Passion for innovation, with an interest in exploring emerging cloud technologies, tools, and processes to drive business value.
- Self-driven and quick learner, capable of delivering results independently with minimal supervision.
Education: A Bachelor’s Degree in Computer Science, Engineering or equivalent experience.

Preferred Qualifications

B.E, B. Tech, BCA (Bachelor of Engineering, Bachelor of Technology, Bachelor of Computer Applications).

Languages:

English (Overall - 4 - Fluent)

Senior Solution Architect (Cloud, Automation), Cloud Enterprise APAC Section -Cloud Customer Success Department (RS Cloud Div)