Application Support Engineer (Night Shift)

Job Description:

Rackspace Sitecore Engineers are an extension of our Fanatical Support team and are responsible for providing deep application support and advisory services for the Sitecore platform and associated technologies. Sitecore Engineers are expected to work closely with Rackers customers and systems integrators to provide a seamless and customized design architecture and support experience. Engineers engage to resolve customer issues manage ongoing technical projects and support our Sitecore Architects who act as thought leaders by shaping and defining the offering.

The Sitecore Engineer will support and maintain customer Sitecore configurations through all phases of the customer lifecycle including initial design implementation performance tuning and security hardening. In addition this role will assist and support the Sitecore Architect in developing automation around the Sitecore platform in an effort to provide scalable and repeatable solutions for application installation and customer deployments. Acting as a partner to our customers and internal teams the Sitecore Engineer is responsible for creating customer loyalty through extensive knowledge in application and infrastructure performance tuning and by working with internal teams to deliver a comprehensive consistent and Fanatical customer experience.

The Sitecore Engineer takes on the additional responsibilities of representing Rackspace in product meetings and to third party vendors and in mentoring and developing more junior team members. The Sitecore Engineer will often be tasked with resolving complex customer issues facilitating OS-specific meetings and training sessions for knowledge sharing managing long-running projects for internal and external customers and owning the technical development of the CAS team specific to Sitecore product & services.

Key Accountabilities

•            Provide deep applications and infrastructure support to Sitecore customers of Rackspace Technology.

•            Design develop test and implement new configurations architectures and standards.

•            Must possess sound knowledge around technical architecture of Sitecore versions – 8.x 9.x and 10.x hosted on dedicated IAAS and PAAS solutions.

•            Provide guidance to customers 3rd party integration specialists and/or internal teams on solutions to increase application availability redundancy scalability and performance

•            Assist customers and internal teams to automate processes and incorporate Sitecore best practices & methodologies

•            Provide leadership and guidance when customer downtime issues arise and provide RCA support as requested.

•            Show ownership of issues through resolution and maintain customer loyalty by serving customers via phone tickets and email

•            Responsible for the technical development of peers

•            Represent the Application Services team and Rackspace in meetings with internal team and third party vendors

•            Manage long-running and complex projects for internal & external customers.

Key Performance Indicators

•            Customer/Internal Feedback (delivered via Unsat Ratings and/or email & phone)

•            Stability and performance of customer applications as relates to customer uptime using internal monitoring tools

•            Customer retention and growth as a result of consistently delivering high levels of service & support around customer application stability

•            On-time and accurate completion of assigned projects

Level-appropriate knowledge of and/or professional experience with

•            Highly specialized Sitecore skill set.

•            Demonstrated understanding of System Configuration Management tools including PowerShell DSC Ansible Chef or Puppet.

•            Extensive experience with system architecture environment sizing.  Working knowledge of web development technologies such as MVC SOA WCF and JavaScript.

•            Fundamental understanding of supporting database technologies such as MongoDB and Microsoft SQL.

•            Experience with search technologies such as Solr and Elastic search.

•            Familiarity with Source control systems such as Git Subversion TFS.

•            Experience with Sitecore Serialization products such as TDS and Sitecore Courier.

•            Ability to work with development teams on the deployment of web-based applications.

•            Proven ability to develop large scale customer facing internet applications.

•            Acts as the escalation point for all Sitecore specific issues.

•            Designs environments from specifications analyzes evaluates tests documents and implements complex Sitecore solutions.

•            Participates in the evaluations recommendation and selection of hardware and software solutions.

•            Performs project management of estimating scheduling and monitoring tasks.

•            Performs engineering tasks associated with the analysis design and deployment of computer hardware and/or operating systems.

•            Interfaces with different departments within the organization regarding new deployments.

•            Experience with Code Build and Deployment technologies such as TeamCity TFS Build Jenkins PSake Octopus Deploy

•            Monitors application for expected performance.

Focus

•            Operates independently with latitude for judgment and independent decision-making.

•            8+ years of related experience including experience with .NET Sitecore and continuous deployment strategies for Sitecore Solutions.

•            Additional experience in network design operational support hands-on implementation and configuration of network infrastructure is required.

•            May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Occasional domestic travel less than 10%

•            High School Diploma Required.

•            Bachelor’s degree in CS or IS preferred

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.