Cloud Engineer II (AWS Cloud Support) - R-19408

JOB DESCRIPTION:

The Fanatical Support for AWS team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.

Rackspace is hiring AWS Cloud Engineers to deliver Fanatical Support with Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers make the most out of their chosen hosting strategy. Using your deep technical expertise, you will help customers optimize their workloads by providing application focused assistance to build, deploy, integrate, scale and heal using native AWS and 3rd party tool-chains and automation oriented agile principles.

Through both hands-on and consultative approaches, you will be responsible fo supporting customers with tasks including provisioning and modifying Cloud environments, performing upgrades, and addressing day-to-day customer deployment issues via phone and ticket.

At Rackspace we pride ourselves on our ability to deliver fanatical experience - this means our support team blends technical expertise and strong customer oriented professional skills. Being successful in this role requires:

• Working knowledge of Amazon Web Services Products & Services, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Terraform, Networking etc

• Excellent working knowledge of Windows or Linux operating systems – experience of supporting and troubleshooting issues and performance

• Intermediate understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing

• Good understanding of design of native Cloud applications, Cloud application design patterns and practices

• Hands on knowledge using CloudFormation and/or Terraform

JOB REQUIREMENTS:

Key Accountabilities

• Build, operate and support AWS Cloud environments

• Assist customers in the configuration of backup, patching and monitoring of servers and services

• Build customer solutions, leveraging automation and delivery mechanisms for efficiency and scalability

• Respond to customer support requests via tickets and phone calls within response time SLAs

• Ticket Queue Management and Ticket triaging – escalating to senior engineers when required

• Troubleshoot performance degradation or loss of service as time critical incidents as needed

• Drive strong customer satisfaction (NPS) through Fanatical Support

• Ownership of issues, including collaboration with other teams and escalation

• Support the success and development of others in the team

Key Performance Indicators

• Customer Satisfaction scores - NPS

• Speed to online- Meeting required delivery times

• Performance indicators – Ticket queues, response times

• Quality indicators – Peer review, customer feedback

PERSON SPECIFICATION:

• Technical achiever with a strong work ethic, creative, collaborative, team player

• A strong background in AWS and/or demonstrative hosting-specific technical skills:

o Compute and Networking

o Storage and Content Delivery

o Database o Administration and Security

o Deployment and Management

o Application Services

o Analytics

o Mobile Services

o CloudFormation/Terraform

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.