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3 people found this helpful  

Heading Down A Bad Path

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Current Employee - Systems Administrator  in  San Antonio, TX
Current Employee - Systems Administrator in San Antonio, TX

I have been working at Rackspace full-time for more than 5 years

Pros

Fellow Rackers. For the most part, I've gotten along quite nicely with coworkers and they treat each other pretty well.
Benefits are relatively good. 401k match. San Antonio's HQ is sprawling but has some good comforts like food trucks, massage chairs, etc..
Lots of other opportunities within the company.

Cons

Management. Not sure where to even start.

- Senior Management is addicted to reorganization. Any given organization in the company will be reorganized in 2 years or less, meaning that there are typically multiple simultaneous reorganizations happening at once. No real explanation of why its happening, and they never result in improved efficiency. Of course, during the constant reorganizations, confusion abounds for all other teams in the organization.

- For years, Rackers have complained about products getting rolled out without prior training for the support floor. While espousing "Rackers" are the product, those very Rackers that are to be marketed as well-trained specialists are in fact poorly trained, and have to compete with their peers for access to training that is offered. While Rackspace has exploded in size, the quantity of useful training has stayed level, or has even been reduced. Product teams have little to no contact with the Support floor which is tasked with assisting customers with those very products. I've been told to "just figure it out".

- Mid-level management is massive. As others have pointed out, for every 2-3 non-manager Rackers, there is 1 manager. This level of management does not seem to be empowered to cause change or improvements. They do, however act as a buffer so that upper-management does not have to deal with the outcomes of their poor decisions that support-rackers deal with on a daily basis.

- As if out of a scene from Office Space, manager changes for some teams occur almost monthly with no expectation that any will stick around, making it confusing who to even report to. Each time, a new direction, a new style of management, new requirements, new demands passed through from upper management, and no one in upper management thinks that is a problem. Worse yet, it seems that some managers for front-line support are straight from business school and have little technical understanding of what their subordinates are tasked with doing. "I have faith you'll figure it out" is not a management technique. It's neglect.

- Ironically, while management remains 100% staffed in the company, and is allowed to move around quite freely, the support rackers who *ARE* the "Managed" Support that customers interact with daily (the "product" that we're actually selling), are woefully understaffed and underpaid. Employee churn has rapidly increased. As the support ranks get depleted, upper-management has refused to hire replacements for fear of harming quarterly results. Experienced employees are heading to greener pastures with proper leadership and support. While managers move between teams fluidly, non-management rackers must wait 6+ months to move to a new team. So while there are opportunities to move, good luck making it happen.

Advice to ManagementAdvice

Stop blaming plummeting Racker morale on the stock price.
Stop blaming mid-level managers for not meeting expectations even though you prevent them from hiring new staff to backfill churned employees.
Stop blaming Rackers for not buying in to the latest-and-greatest 6-month plan when you yourselves have no confidence in executing it.
Stop selling products that the support floor hasn't ever been trained to assist customers with (or better yet, get the product teams to work WITH support for once).

Doesn't Recommend
Negative Outlook
No opinion of CEO

473 Other Employee Reviews for Rackspace (View Most Recent)

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  1. 3 people found this helpful  

    A company

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Linux Systems Engineer
    Current Employee - Linux Systems Engineer

    I have been working at Rackspace full-time

    Pros

    Many rackers are great people to be around and i've learned a lot from the people i've interacted with.

    Cons

    Rackspace is a company that has gone from great to just barely average in a short span of six months. While the company is resilient, it has lost its relevance and has not taken the necessary steps to change course. It is rapidly losing its culture and outsiders who have been put in control are acting with reckless abandon in a way that threatens to put the company in a death spiral. There is frequently a new flavor of the month, which now focuses on DevOps and ObjectRocket. Unqualified, ineffective, and toxic leaders are often put in charge of these new flavors of the month. Some of these teams are even rewarded with swanky offices, while others have to work in the ghetto. Ironically, those left in the ghetto are responsible for most of the revenue. It’s disappointing, unnerving, and shows a lack of authentic leadership and value of Rackspace culture. Senior talent is leaving at an alarming rate and "leadership" believes that ignoring the problems will make them go away.

    Advice to ManagementAdvice

    Make changes before it's too late.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  2.  

    Awesome Company to work for!!!!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Account Coordinator III  in  San Antonio, TX
    Current Employee - Account Coordinator III in San Antonio, TX

    I have been working at Rackspace full-time for more than 5 years

    Pros

    Only the best people work here...

    Cons

    Rackspace is growing too fast. The only downside is not knowing everyone like I did 6yrs ago.

    Advice to ManagementAdvice

    Keep up the great work

    Recommends
    Positive Outlook
    Approves of CEO
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