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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
- Hyper-V Platform
- 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
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
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
Discover your inner Racker: Racker Life
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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Top Skills
What We Do
At Rackspace Technology, we accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. As a recognized Gartner Magic Quadrant leader, we are uniquely positioned to close the gap between the complex reality of today and the promise of tomorrow. Passionate about customer success, we provide unbiased expertise, based on proven results, across all the leading technologies. And across every interaction worldwide, we deliver Fanatical Experience TM — the best customer service experience in the industry. Rackspace has been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work.
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