AWS Cloud Engineer (Rackspace Government Services) - US

Rackspace US, Inc. - San Antonio, TX - Job Family Summary The Cloud Engineer II 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. Support internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. First point of contact for handling customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develop tooling and processes to drive and improve customer experience, create playbooks, and provide mentoring on customer related issues to front line Cloud Engineers.Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. Career Level Summary Requires working knowledge and experience in own job discipline and broadens capabilities Continues to build knowledge of the company, processes and customers Performs a range of assignments related to job discipline Uses learned and prescribed guidelines or processes in analyzing situations Receives a moderate level of guidance and direction Critical Competencies Systems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted for Idea Creation: Provides ideas and designs new solutions, methods and products to update what existed prior 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 functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud Function Monitor and provide maintenance for all related infrastructure Ensure the control, integrity, and accessibility of the cloud environment for the enterprise Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructure Lead Workload/Workforce Management and Optimization related tasks Mentor and assist Rackers across the Cloud Function Quality check development of technical training for all Rackers supporting Rackspace Supported CLOUD Products 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 Person Specification Knowledge Proficient knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack Proficient skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java Proficient skills with git and git workflows Proficient skills in leveraging CI and CD tools to automate testing and deployment Proficient knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS Intermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems Intermediate knowledge of at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools Intermediate knowledge of Project Management methodologies Intermediate understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols VMWare Platform Intermediate knowledge of the vSphere platform Basic networking skills Basic working knowledge of fibre channel SANS, NFS and vSAN Basic knowledge of vROPS Basic working knowledge of HP/DELL Server hardware platforms Hyper-V Platform Intermediate knowledge of the Hyper-V platform Basic networking skills Basic working knowledge of fibre channel SANS, NFS and vSAN Basic knowledge of vROPS Basic working knowledge of HP/DELL Server hardware platforms Requires expanded conceptual knowledge in own job discipline and broadens capabilities Understands key business drivers; uses this understanding to accomplish own work 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 Ability to communicate technical issues to nontechnical and technical audiences 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 Cloud Professional Exam Certificates: 2 Azure Certifications, AWS Certified Solutions Architect, Relevant technical certifications around Red Hat, MySQL, VCP-DCV, vRealize Operations, vSAN badge Requires 1 Microsoft Certification for Hyper-V Specialization Prefer CCIA, CCEE, CCEA, CCA, MCSE/MCITP, MCSA, VCP-DCV, vRealize Operations, and/or vSAN badge certifications Experience Required 2-4 years of technical engineering and administration experience with a minimum of 1 - 2 years commercial experience as either a LAMP stack software developer and/or systems administrator Experience with high-availability, high-performance, open source web technologies Experience with cloud platforms, open source databases and caching layers Experience working in a containerized environment (Docker/LXC) Preferred Technical customer support experience in a cloud hosting/technology environment Intermediate experience in VMware virtual systems preferred 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. Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.... - Permanent - Full-time

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