The Support 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 engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. 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.
Key Responsibilities
- Other Incidental tasks related to the job, as necessary.
- Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
- Lead cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Organization
- Advise leadership in setting and executing a technological strategy to ensure Rackspace remains head of the industry
- Proactively assess, propose, and implement enhancements to system architecture, problem management, fleet management, process improvement, reporting, product integration, and customer infrastructure
- Lead Workload/Workforce Management and Optimization related tasks
- Review technical training for all Rackers supporting Rackspace Supported OS Products
- Coach, mentor, and assists Rackers across the business
- 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 on the support floor
Required skills and experience:
- English proficiency is a must
- Strong knowledge of Linux servers troubleshooting and prior experience working on Technical Support / Linux servers administration are a must.
- Intermediate knowledge / hands-on experience of DNS, including diagnostics with Unix tools.
- Basic to intermediate knowledge of network fundamentals.
- Intermediate knowledge of relevant web services, mail, Linux and monitoring applications.
- Intermediate knowledge of MySQL, Apache or Nginx, and PHP.
- Drive to continually expand knowledge in the areas of new technological developments and trends.
- Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions.
- Solid problem-solving abilities coupled with a desire to take on responsibility.
- Strong written and verbal communications skills
- Bachelor's Degree in Computer Science, Management Information Systems, or a related technical field
Additional information:
- This vacancy is for the 3rd shift: between 10pm to 6am
- Working days Tuesday thru Saturday
- This opportunity is a permanent remote job, but you need to be based in Mexico.
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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.
