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 automation. This role owns complex customer issues which 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 providing mentoring on customer related issues to support teams. The 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 solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines

Solves complex problems

Works independently, receives minimal guidance

May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives

Acts as a resource for colleagues with less experience

Level at which career may stabilize for many years or until retirement

Critical Competencies

Systems Thinking: Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made

Idea Creation: Designs completely new solutions, methods and products, where nothing existed prior

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 and contribute to cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Organization

Monitor and provide maintenance for all related infrastructure

Ensure the control, integrity, and accessibility of the cloud environment

Implements large, complex enterprise-class solutions

Lead tasks relating to system architecture enhancements, problem management, fleet management, process improvement, reporting, product integration and customer infrastructure

Lead Workload/Workforce Management and Optimization related tasks

Develop technical training for all Rackers supporting Rackspace Supported Cloud Products

Mentor and assist Rackers across the organization

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

Knowledge

Strong knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack

Strong skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java

Strong skills with git and git workflows

Strong skills in leveraging CI and CD tools to automate testing and deployment

Strong knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS

Broad knowledge of the following with deep knowledge of some: PHP, Python, Ruby, Javascript, Memcached, LAMP, nginx, node.js, nosql, Varnish

Proficient web programming and scripting ability

Proficient knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems

Proficient automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools

Proficient knowledge of software development methodologies including code profiling, regression testing, and continuous integration

Proficient knowledge of Project Management methodologies

Proficient understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services

Proficient knowledge in the application of current and emerging network software and hardware technology and protocols

VMWare Platform

Proficient knowledge of the vSphere platform

Intermediate networking and NSX administration skills

Intermediate working knowledge of fibre channel SANS, NFS and vSAN

Intermediate knowledge of vROPS/vRLI

Intermediate working knowledge of HP/DELL Server hardware platforms

Intermediate knowledge/troubleshooting of Disaster Recovery technologies (e.g. ZERTO, SRM)

Hyper-V Platform

Proficient knowledge of the Hyper-V platform

Intermediate networking skills

Intermediate working knowledge of fibre channel SANS, NFS, vSAN, DAS, SMB, and Storage Spaces Direct

Intermediate knowledge of vROPS

Intermediate working knowledge of HP/DELL Server hardware platforms

Intermediate knowledge/troubleshooting of Disaster Recovery technologies (e.g. Hyper-V Replication)

Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines

Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

Skills

Passionate about technology and has a desire to constantly expand technical knowledge

Detail-oriented in documenting information and able to own customer issues through resolution

Able to handle multiple tasks and prioritize work under pressure

Demonstrate sound problem-solving skills coupled with a desire to take on responsibility

Strong written and verbal communication skills, both highly technical and non-technical

Ability to communicate technical issues to nontechnical and technical audiences

Fluency in multiple languages is a plus

Education Required

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.

Certifications

Requires 2 Azure Certifications for Azure Specialists

Requires AWS Certified Solutions Architect Associate level for AWS Specialists, professional level preferred

Requires 2 Microsoft Certifications for Hyper-V Specialists; prefer Azure Fundamentals, Software Defined Storage, Software Defined Networking

Requires VCP-DCV Certification for VMware Specialists

Prefer relevant technical certifications around Red Hat, MySQL, CCIA, CCEE, CCEA, CCA, MCSE/MCITP, MCSA, VCP-DCV, vRealize Operations, NXS and/or vSAN badge certifications

Required

5 - 7 years of technical engineering and administration experience with a minimum of 3 - 4 years commercial experience as either a LAMP stack software developer and/or systems administrator

2+ years of current commercial experience working with a high-traffic site

Experience with high-availability, high-performance, open source web technologies

Experience automating and orchestrating workloads across multiple public cloud providers

Experience with cloud platforms, open source databases and caching layers

Experience working in a containerized environment (Docker/LXC)

Physical Demands

General office environment: no special physical demands required. May require long periods of sitting and viewing a computer monitor. Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.

Travel

Occasional domestic/international travel, less than 50%

Disclaimer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is $104,200 –$135,200. 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-NS13 #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.