Customer Data Engineer I-2

Job Description

CUSTOMER DATA ENGINEER I
PRIMARY RESPONSIBILITY

• Serves as a key element within the Rackspace support infrastructure and provides an intermediate level of technical support to our customers over the phone, chat and/or via support tickets.
• Owns moderate to complex customer issues which may take multiple days to resolve fully.
• Applies creative problem solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way via the ticketing system.
• Uses initiative and advises on potential pitfalls that a customer may experience using existing or planned methods and suggests alternatives that may better serve the stability of the customer’s solution.
• Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues.
• Works with a broad range of technologies – Hadoop, MongoDB, Redis, MySQL, Cassandra, and ElasticSearch
• Document processes in Wiki’s

COMPLEXITY

• Handles level­ appropriate customer support requests via phone, chat, and the ticket system.
• Escalates support requests according to escalation procedures. Troubleshoots and resolves issues.
• Receives and resolves issues escalated from lower level admins. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc.
• Works independently under general supervision

KNOWLEDGE/SKILLS/ABILITY

• Tenured Linux knowledge, CentOS/RHEL
• Experience in deploying Hadoop
• Database Experience – MongoDB, Redis or other NoSQL solutions preferred.
• In­depth knowledge of bash/shell scripting, Excellent written communication skills
• Prior training or experience installing and/or configuring Hadoop, MongoDB, Redis, ElasticSearch Or Cassandra
• Ability to learn new technologies quickly
• Relational Database knowledge highly desired (MySQL, PostgreSQL, Oracle).
• Working knowledge of storage tech – SSDs, RAID, lvm2
• Nagios/Icinga experience.
• Experience administering Web & Application servers – Apache, Nginx, Gunicorn
• Experience with the Hortonworks Sandbox environment

EXPERIENCE/EDUCATION

• Bachelor’s degree in a technology related field preferred​.
• Typically requires 6 years of experience in systems or database administration.
• Hands on experience with relevant technologies such as Hadoop, Mongo etc.

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