Rackspace Technologies
is hiring Cloud Engineer
INDIA - REMOTE /
OPERATIONS – GLOBAL TECHNICAL SUPPORT /
FULL – TIME
Job Family Summary
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
which 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 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.
Career Level Summary
· Requires
conceptual knowledge of theories, practices, and procedures within a job
discipline
· Performs
routine assignments using existing procedures
· Receives
instruction, guidance and direction from more senior level roles
· Entry
level to a professional career progression
Critical Competencies
· Systems
Thinking: Executes tasks and/or provides data to support implementation of
holistic solutions that forge linkages between structure, people, process and
technology
· Idea
Creation: Contributes to idea generation within team settings
Key Responsibilities
· Contribute
to functional business continuity/transformational projects and customer
engagements (both technical and non-technical), delivering key objectives for
the Cloud Function
· Technical
point of escalation to the Cloud Support teams; resolving customer issues,
working in collaboration with partners across the business, as required
· Contribute
to tasks relating to problem management, process improvement, reporting, and
customer infrastructure
· Assists
in the development of technical training for all Rackers supporting Rackspace
Supported Cloud Products
· Contribute
to Workload/Workforce Management and Optimization related tasks
· 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
Person Specification
Knowledge
· Intermediate
knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
· Intermediate
skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java
· Intermediate
skills with git and git workflows
· Intermediate
skills in leveraging CI and CD tools to automate testing and deployment
· Intermediate
knowledge of designing, building, implementing, analyzing, and troubleshooting
distributed, highly available systems
· Intermediate
knowledge of Linux or Windows OS, including but not limited to: Server Failover
Clustering, Active Directory, IIS
· Basic
knowledge of at least one configuration management system such as Chef, Puppet,
Ansible, Salt, or other such tools
· Basic
knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)
· Basic
knowledge of Project Management methodologies
· Basic
understanding of services and protocols, configuration, management, and
troubleshooting of hosting environments, including web servers, databases,
caching, and database services
· Basic
knowledge in the application of current and emerging network software and
hardware technology and protocols
· Requires
conceptual knowledge of theories, practices and procedures within a job
discipline
· Applies
general knowledge of business developed through education or past experience
Skills
· 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
· 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
· Fluency
in multiple languages is a plus
Education
Required
· 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
an Associate Level Certifications in one or more cloud platforms/products
Experience Required
· 0
- 2 years of experience in Cloud Computing
· Experience
working in an Agile, fast paced, DevOps environment
Preferred
· Technical
customer support experience in a cloud hosting/technology environment
Physical Demands
· General
office environment: no special physical demands required
· May
require long periods sitting and viewing a computer monitor
· May
require work on non-traditional shifts
· Schedule
flexibility to include working weekends and/or evenings and holidays as
required by the business for 24/7 operations
· A
willingness to work weekends and/or holidays when required as the business
dictates
Travel
· Occasional
domestic travel, less than 10%
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.
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