Job Summary: Provide administration for cloud computing platforms, networks, and systems. Responsible for delivering a great customer experience. Serves as an escalation point to provide technical support to customers over chat, phone and via support tickets. Responsible for responding to the Rackspace global support ticket queues and completing first line resolution to issues in scope. Expected to follow process, display good judgment in decisions and to create and maintain customer loyalty by going above and beyond the customer’s expectation. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Work Location: Remote
Key Responsibilities:
- Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
- Secure, administer, and improve customer technical issues which can include cloud platform and infrastructure services, user management and permissions, or other software issues
- Troubleshoot monitoring alerts and create tickets accordingly
- Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving
- Escalate support requests according to escalation procedures
- Perform incident management identification, assist in managing and escalation
- Ensure adherence to customer & SLA commitments
- Manage personal ticket cue and monitor ticket response times and take appropriate actions to ensure team response time targets are met
- Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
Qualifications:
- 2+ yrs tech exp in cloud with AWS/Azure/GCP/OCI.
- High school diploma or equivalent is required; Bachelor’s Degree is preferred.
- Must have a cloud administrator certification; For example the AWS SysOps Administrator or the Azure Administrator (AZ-104).
- Experience with OS troubleshooting knowledge for Linux is required; Windows is preferred.
- Proficient expertise in a cloud computing platform, such as Azure, AWS, Google, OCI etc.
- Ability to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades.
Background Investigation
- This role will be supporting Government Customers and new hires will undergo an FBI Background investigation- Criminal Justice Information Services (CJIS).
- Must be legally authorized to work in the US and reside in the lower 48 states.
The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.
•The anticipated starting pay range for Colorado is: $54,80,300 - $80,300.
•The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $58,200 - $85,360.
•The anticipated starting pay range for California, New York City and Washington is: $63,800 - $93,610.
Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.#LI-MF1 #LI-Remote
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.
