Job Summary: 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 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.
Work Location: Remote
Key Responsibilities: Other Incidental tasks related to the job, as necessary. 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.Qualifications: 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 Java.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.
The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.
· The anticipated starting pay range for Colorado is: $89,300 - $130,900.
· The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $95,000 - $139,260.
· The anticipated starting pay range for California, New York City and Washington is: $104,000 - $152,570.
Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.#LI-MF1 #LI-Remote
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.
