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OpenStack Cloud Engineer IV

extra holidays - extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Work from:

Canada

Offer summary

Qualifications:

Advanced knowledge of Cloud Platform Products, Strong web programming and scripting skills, Experience with CI and CD tools, Deep understanding of software development methodologies.

Key responsabilities:

Provide technical support to customers
Lead cross-functional business continuity projects

Rackspace Technology Large https://www.rackspace.com

5001 - 10000 Employees

See all jobs

Job description

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.

Key Responsibilities

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 cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Organization

Advise leadership in setting and executing technological strategy to ensure Rackspace remain head of industry

Proactively assess, propose, and implement enhancements to system architecture, problem management, fleet management, process improvement, reporting, product integration and customer infrastructure

Lead Workload/Workforce Management and Optimization related tasks

Review technical training for all Rackers supporting Rackspace Supported Cloud Products

Coach, mentor and assists Rackers across the business

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 on the support floor

Requirements

Advanced knowledge of Cloud Platform Products such as OpenStack Ansible, Red Hat OSP and Kubernetes

Advanced skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java

Advanced skills with git and git workflows

Advanced skills in leveraging CI and CD tools to automate testing and deployment

Advanced 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

Strong web programming and scripting ability

Strong knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems

Strong automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools

Strong knowledge of software development methodologies including code profiling, regression testing, and continuous integration

Strong knowledge of Project Management methodologies

Strong understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services

Strong knowledge in the application of current and emerging network software and hardware technology and protocols

Requires specialized depth and/or breadth of expertise in own job discipline or field

Interprets internal/external business challenges and recommends best practices to improve products, processes or services

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

Ability to communicate technical issues to nontechnical and technical audiences

English language fluency preferred

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