Overview
PRIMARY RESPONSIBILITY:
Support internal and external customers on multiple cloud platforms.
Work with customers and other teams to troubleshoot customer environments to increase user satisfaction.
First point of contact for handling customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents.
Develop tooling and processes to drive and improve customer experience, create playbooks, and provide mentoring on customer related issues to lower level Cloud Engineers and support.
KNOWLEDGE/SKILLS/ABILITY:
Enterprise level AWS knowledge.
Experience automating and orchestrating workloads across multiple public cloud providers.
Automation experience with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools.
Experience working at least one of the following languages: Node.js, Python, PHP, Ruby, and Java.
Proficient with git and git workflows.
Proficient in leveraging CI and CD tools to automate testing and deployment.
Experience working in an Agile, fast paced, DevOps environment.
Knowledge (preferably experience) in building distributed, highly available applications.
Strong Linux or Windows skills.
Experience in the configuration, management, and troubleshooting of common web servers, database, caching, and database services.
Excellent written and verbal communication skills with ability to communicate technical issues to nontechnical and technical audiences.
JOB COMPLEXITY:
Provide Fanatical customer support from onboarding through growth at Rackspace.
In addition to providing customer support, will be responsible for helping build tools and processes necessary for excellent customer outcomes.
Automate infrastructure and develop tools and processes to improve the customer experience and reduce support toil.
Architect and Develop full stack solutions, from whiteboard to green SLA’s.
Own issues end-to-end working collaboratively with your team and peers.
Work with customers and other teams to troubleshoot customer environments to increase end user satisfaction.
Deep dive into complex performance issues to increase efficiency and reduce customer incidents.
Mentor others on the team on complex issues and handles the highest level of escalations and customer grievances.
Provides mentoring/training and is focused on the evolution of the business.
SUPERVISION:
Operates under minimal supervision.
Expected to mentor less experienced Cloud Engineers.
EXPERIENCE/EDUCATION:
7 years experience with Cloud Platforms
Bachelor’s degree in Computer Science, MIS or related technical field required
7 – 8 years of experience
NICE TO HAVES:
Proficiency with Python, PHP, or Ruby.
Experience working in a containerized environment (Docker/LXC).
Relevant technical certifications around Red Hat, MySQL, etc.
AWS Certifications preferred.
PHYSICAL DEMANDS:
General office environment.
May require long periods sitting and viewing a computer monitor.
Moderate levels of stress may occur at times.
No special physical demands required.
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.
Position is open for work from home hire in the following states only: Alabama, 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
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