Cloud Engineer III

United States - San Antonio

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Overview
 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 that 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 that 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
Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines          
Solves complex problems            
Works independently receive minimal guidance
May lead projects or project steps within a broader project or may have accountability for ongoing activities
Acts as a resource for colleagues with less experience     The level at which a career may stabilize for many years or until retirement   
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          

You Will:

  • Proactively whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made   
  • Designs completely new solutions, methods and products, where nothing existed prior  
  • 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  

You Have:

  • 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)            
  • 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 J
  • 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      
  • 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 non-technical and technical audiences             
  • Fluency in multiple languages is a plus   
  • Other Incidental tasks related to the job, as necessary
  • 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
  • Must be able to lift 50 lbs over-head

Education:

  • 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

Road Warrior:

  • POST-COVID-Occasional domestic/international travel, less than 50%
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.
Job perks/benefits: Career development Team events
Job region(s): North America
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