Job details
Job type full-time
Full job description
Job profile summary
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 automationThis role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the processResponsible for the support of internal and external customers on multiple platformsWork with customers and other teams to troubleshoot customer environments to increase user satisfactionResolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidentsDevelops tooling and processes to drive and improve customer experience, creates playbooks, and providing mentoring on customer related issues to support teamsThe support engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer`s solutionKeeps informed of emerging technologiesResponsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Key responsibilities
Other incidental tasks related to the job, as necessary.
Contribute to functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the cloud function
Technical point of escalation to the cloud support teams; resolving customer issues, working in collaboration with partners across the business, as required
Contribute to tasks relating to problem management, process improvement, reporting, and customer infrastructure
Assists in the development of technical training for all rackers supporting rackspace supported cloud products
Contribute to workload/workforce management and optimization related tasks
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
Knowledge
Intermediate knowledge of cloud platform products such as aws, azure, gcp, or openstack
Intermediate skills in at least one of the following languages: node.js, python, php, ruby, and java
Intermediate skills with git and git workflows
Intermediate skills in leveraging ci and cd tools to automate testing and deployment
Intermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
Intermediate knowledge of linux or windows os, including but not limited to: server failover clustering, active directory, iis
Basic knowledge of at least one configuration management system such as chef, puppet, ansible, salt, or other such tools
Basic knowledge of virtualization technologies (i.e.: vmware, openstack, and hyper-v)
Basic knowledge of project management methodologies
Basic understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
Basic knowledge in the application of current and emerging network software and hardware technology and protocols
Requires conceptual knowledge of theories, practices and procedures within a job discipline
Applies general knowledge of business developed through education or past experience
Qualifications
Education
Bachelor’s degree in computer science, management information systems, or a related technical field
At the manager`s discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to high school diploma is required.
Prefers an associate level certifications in one or more cloud platforms/products
About rackspace technology we are the multicloud solutions expertsWe combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutionsWe 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 futureNamed a best place to work, year after year according to fortune, forbes and glassdoor, we attract and develop world-class talentJoin 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 missionWe bring our whole selves to work every dayAnd we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globeWe 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 characteristicIf you have a disability or special need that requires accommodation, please let us know.
Position is available for remote work in the following states unless otherwise specifiedAlabama, arizona, arkansas, california, connecticut, delaware, district of columbia, florida, georgia, idaho, illinois, indiana, iowa, kansas, kentucky, louisiana, maine, maryland, massachusetts, michigan, minnesota, mississippi, missouri, montana, nebraska, nevada, new hampshire, new jersey, new mexico, new york, north carolina, north dakota, ohio, oklahoma, oregon, pennsylvania, rhode island, south carolina, south dakota, tennessee, texas, utah, vermont, virginia, washington, west virginia, wisconsin, wyoming.
