Job Family SummaryThe Cloud Engineer II 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.Support internal and external customers on multiple 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 front line Cloud Engineers.Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.Career Level SummaryRequires working knowledge and experience in own job discipline and broadens capabilitiesContinues to build knowledge of the company, processes and customersPerforms a range of assignments related to job disciplineUses learned and prescribed guidelines or processes in analyzing situationsReceives a moderate level of guidance and directionCritical CompetenciesSystems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted forIdea Creation: Provides ideas and designs new solutions, methods and products to update what existed priorKey ResponsibilitiesTechnical point of escalation to the Cloud Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as requiredLead functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud FunctionMonitor and provide maintenance for all related infrastructureEnsure the control, integrity, and accessibility of the cloud environment for the enterpriseLead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructureLead Workload/Workforce Management and Optimization related tasksMentor and assist Rackers across the Cloud FunctionQuality check development of technical training for all Rackers supporting Rackspace Supported CLOUD ProductsProvide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the businessCollaborate with Account Managers and Business Development Consultants to build strong customer relationshipsCollaborate and share knowledge with other Engineers and Administrators on the support floorPerson Specification KnowledgeProficient knowledge of Cloud Platform Products such as AWS, Azure, GCP, or OpenstackProficient skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and JavaProficient skills with git and git workflowsProficient skills in leveraging CI and CD tools to automate testing and deploymentProficient knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IISIntermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systemsIntermediate knowledge of at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such toolsIntermediate knowledge of Project Management methodologiesIntermediate understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database servicesIntermediate knowledge in the application of current and emerging network software and hardware technology and protocolsVMWare PlatformIntermediate knowledge of the vSphere platformBasic networking skillsBasic working knowledge of fibre channel SANS, NFS and vSANBasic knowledge of vROPSBasic working knowledge of HP/DELL Server hardware platformsHyper-V PlatformIntermediate knowledge of the Hyper-V platformBasic networking skillsBasic working knowledge of fibre channel SANS, NFS and vSANBasic knowledge of vROPSBasic working knowledge of HP/DELL Server hardware platformsRequires expanded conceptual knowledge in own job discipline and broadens capabilities Understands key business drivers; uses this understanding to accomplish own work
SkillsPassionate about technology and has a desire to constantly expand technical knowledgeDetail-oriented in documenting information and able to own customer issues through resolutionAble to handle multiple tasks and prioritize work under pressureDemonstrate sound problem-solving skills coupled with a desire to take on responsibilityStrong written and verbal communication skills, both highly technical and non-technicalAbility to communicate technical issues to nontechnical and technical audiencesFluency in multiple languages is a plus
Education RequiredBachelor's degree in Computer Science, Management Information Systems, or a related technical fieldAt 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.
CertificationsRequires Cloud Professional Exam Certificates: 2 Azure Certifications, AWS Certified Solutions Architect, Relevant technical certifications around Red Hat, MySQL, VCP-DCV, vRealize Operations, vSAN badgeRequires 1 Microsoft Certification for Hyper-V SpecializationPrefer CCIA, CCEE, CCEA, CCA, MCSE/MCITP, MCSA, VCP-DCV, vRealize Operations,and/or vSAN badge certifications
Experience Required2-4 years of technical engineering and administration experience with a minimum of 1 - 2 years commercial experience as either a LAMP stack software developer and/or systems administratorExperience with high-availability, high-performance, open source web technologiesExperience with cloud platforms, open source databases and caching layersExperience working in a containerized environment (Docker/LXC)
PreferredTechnical customer support experience in a cloud hosting/technology environmentIntermediate experience in VMware virtual systems preferred
Physical DemandsGeneral office environment: no special physical demands requiredMay require long periods sitting and viewing a computer monitorMay require work on non-traditional shiftsSchedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operationsA willingness to work weekends and/or holidays when required as the business dictates
TravelOccasional domestic travel, less than 10%About Rackspace TechnologyWe 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 TechnologyThough 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 available for remote work in the following states unless otherwise specified. 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.