AWS Cloud Engineer (Support)

Job Description

PRIMARY RESPONSIBILITIES: Is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers over the phone, via chat, and in support tickets. A Cloud Engineer is the owner of complex customer issues which may take several days or weeks to resolve. Applies creative problem-solving techniques to identify the source of problems; while at the same time keeping the customer updated via the ticketing system and phone. Is expected to use initiative and advise on potential pitfalls that a customer may experience, using existing or planned methods, and suggest alternatives that may better serve the stability and security of the customer’s solution. The role will also support many elements of the Rackspace Third-party Cloud Services portfolio, including Cloud Server Technologies.

Maintains diagnoses and administers customer’s solutions using the AWS, Linux, Windows platforms. Responsible for solving customer's technical issues which can include OS level, web server, database server, applications server, DNS, SMTP, (General TCP/IP services) or other software issues. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Exercises ethical judgment in decision making in order to routinely deliver FANATICAL customer support.

KEY ACCOUNTABILITIES:

• Provide exceptional customer support via ticketing system, chat, and phone calls.
• Ownership of level appropriate customer requests and issues, seeing them through to resolution.
• Escalation of support requests to senior systems, administrators and other support teams according to escalation procedures. Also escalating to manager if necessary.
• Work with Account Managers and Business Development Consultants to build strong customer relationships.
• Due to the 24x7 operations of the business, must be able to work a flexible work schedule, which may include nights, weekends, holidays, etc. (This is a second shift position which will change its initial schedule to first and/or third shift)
• Share information and knowledge with the support floor as appropriate.
• Understand, sign off on, and follow defined policy and process standards.
• Troubleshoots monitoring alerts, backup tasks (AWS Tools and/or Third Party solutions) and creates tickets accordingly.
• Schedules and coordinates level-appropriate maintenances.
• Ticket queue management –monitoring ticket response times and taking appropriate actions to ensure team response time targets (SLAs) are met.

DESIRABLE KNOWLEDGE/SKILLS/ABILITY (NOT RESTRICTIVE/NOT LIMITATIVE): Proficient web programming and scripting ability. Proficient automation skills with Chef, Puppet or similar. Broad knowledge of the following with low/medium knowledge of some: PHP, Python, Ruby, Javascript, Memcached, LAMP, nginx, node.js, nosql, Varnish, git. Working knowledge of software development methodologies including code profiling, regression testing, and continuous integration.

JOB COMPLEXITY: Supports medium and high complexity customers and internal teams on an as-needed basis. Collaborates with other teams on tools for systems automation. Works in conjunction with multiple teams to make sure that the infrastructure and customer applications work harmoniously together.

SUPERVISION: Operates under moderate supervision.

EXPERIENCE/EDUCATION: Bachelor’s degree in Computer Science, MIS or related technical field required and 2 - 4 years experience as either AWS, Linux and/or Windows a LAMP stack software developer and/or systems administrator with at least 1 year of current experience working with a high-performance team operational and support. Experience with high-availability, high-performance, open source web technologies. Experience with cloud platforms, open source databases and caching layers. At the manager’s discretion, additional experience may substitute for the degree requirement. **For Fanatical AWS Only: AWS Certified Solutions Architect: Associate level certification required.. AWS Certified Solutions Architect: Professional level certification suggested. **

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. Due to the 24X7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, and holidays.

PLUS: AWS Cloud Practitioner Certification or AWS Technical Essentials or AWS Certified SysOps Administrator - Associate

About Rackspace
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. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.

About Rackspace
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. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.