AWS Cloud Engineer III
Rackspace, Mexico

Job Family SummaryThe Cloud Engineer III 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 SummaryRequires working knowledge and experience in own job discipline and broadens capabilitiesContinues to build knowledge of the company, processes and customersPerforms a range of assignments related to job disciplineUses learned and prescribed guidelines or processes in analyzing situationsReceives a moderate level of guidance and directionCritical CompetenciesSystems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted forIdea Creation: Provides ideas and designs new solutions, methods and products to update what existed priorKey ResponsibilitiesTechnical point of escalation to the Cloud Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as requiredLead functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud FunctionMonitor and provide maintenance for all related infrastructureEnsure the control, integrity, and accessibility of the cloud environment for the enterpriseLead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructureLead Workload/Workforce Management and Optimization related tasksMentor and assist Rackers across the Cloud FunctionQuality check development of technical training for all Rackers supporting Rackspace Supported CLOUD ProductsProvide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the businessCollaborate with Account Managers and Business Development Consultants to build strong customer relationshipsCollaborate and share knowledge with other Engineers and Administrators on the support floorPerson Specification KnowledgeProficient knowledge of Cloud Platform Products such as AWS, Azure, GCP, or OpenstackProficient skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and JavaProficient skills with git and git workflowsProficient skills in leveraging CI and CD tools to automate testing and deploymentProficient knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IISIntermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systemsIntermediate knowledge of at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such toolsIntermediate knowledge of Project Management methodologiesIntermediate understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database servicesIntermediate knowledge in the application of current and emerging network software and hardware technology and protocolsVMWare PlatformIntermediate knowledge of the vSphere platformBasic networking skillsBasic working knowledge of fibre channel SANS, NFS and vSANBasic knowledge of vROPSBasic working knowledge of HP/DELL Server hardware platformsHyper-V PlatformIntermediate knowledge of the Hyper-V platformBasic networking skillsBasic working knowledge of fibre channel SANS, NFS and vSANBasic knowledge of vROPSBasic working knowledge of HP/DELL Server hardware platformsRequires expanded conceptual knowledge in own job discipline and broadens capabilities Understands key business drivers; uses this understanding to accomplish own work
SkillsPassionate about technology and has a desire to constantly expand technical knowledgeDetail-oriented in