The Cloud Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues that may take several days or weeks to resolve and keeps our customers updated through every step of the process. Responsible for the support of internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. Resolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develops tooling and processes to drive and improve customer experience, creates playbooks, and provides mentoring on customer-related issues to support teams. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Shift Available: Monday to Friday from 4 AM TO 1 PM CST.
Key Responsibilities:
Other Incidental tasks related to the job, as necessary.
Technical point of escalation to the Cloud Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
Lead functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud Function
Monitor and provide maintenance for all related infrastructure
Ensure the control, integrity, and accessibility of the cloud environment for the enterprise
Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructure.
Lead Workload/Workforce Management and Optimization related tasks
Mentor and assist Rackers across the Cloud Function
Quality check development of technical training for all Rackers supporting Rackspace Supported CLOUD Products
Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business
Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
Collaborate and share knowledge with other Engineers and Administrators on the support floor
Requirements:
Bachelor’s degree in Computer Science, Management Information Systems, or a related technical field
At least 2 years of recent experience working with AWS
Proficient knowledge of the AWS Cloud Platform
Proficient skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java
Proficient skills with git and git workflows
Proficient skills in leveraging CI and CD tools to automate testing and deployment
Proficient knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
Intermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
Intermediate knowledge of at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
Intermediate knowledge of Project Management methodologies
Intermediate understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols
VMWare Platform
Intermediate knowledge of the vSphere platform
Basic networking skills
Basic working knowledge of fibre channel SANS, NFS and vSAN
Basic knowledge of vROPS
Basic working knowledge of HP/DELL Server hardware platforms
Hyper-V Platform
Intermediate knowledge of the Hyper-V platform
Basic networking skills
Basic working knowledge of fibre channel SANS, NFS and vSAN
Basic knowledge of vROPS
Basic working knowledge of HP/DELL Server hardware platforms
Requires expanded conceptual knowledge in own job discipline and broadens capabilities
Understands key business drivers; uses this understanding to accomplish own work
Preferred to hold an AWS Associate-level certification
Fluent, Bi-lingual (Spanish and English): interviews will be held in English.
If located in Mexico: Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla. This opportunity is a permanent remote job, but you need to be based in Mexico at one of the mentioned locations.
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About Rackspace Technology
We 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 Technology
Though 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.
