Cloud Engineer III

Job Profile 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 in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines Solves complex problems Works independently, receives minimal guidance May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives Acts as a resource for colleagues with less experience Level at which career may stabilize for many years or until retirement   Critical Competencies Systems Thinking: Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made Idea Creation: Designs completely new solutions, methods and products, where nothing existed prior   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   Knowledge 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 Proficient knowledge in the application of current and emerging network software and hardware technology and protocols   VMWare Platform Proficient knowledge of the vSphere platform Intermediate networking and NSX administration skills Intermediate working knowledge of fibre channel SANS, NFS and vSAN Intermediate knowledge of vROPS/vRLI Intermediate working knowledge of HP/DELL Server hardware platforms Intermediate knowledge/troubleshooting of Disaster Recovery technologies (e.g. ZERTO, SRM)   Hyper-V Platform Proficient knowledge of the Hyper-V platform Intermediate networking skills Intermediate working knowledge of fibre channel SANS, NFS, vSAN, DAS, SMB, and Storage Spaces Direct Intermediate knowledge of vROPS Intermediate working knowledge of HP/DELL Server hardware platforms Intermediate knowledge/troubleshooting of Disaster Recovery technologies (e.g. Hyper-V Replication) Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market   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 2 Azure Certifications for Azure Specialists Requires AWS Certified Solutions Architect Associate level for AWS Specialists, professional level preferred Requires 2 Microsoft Certifications for Hyper-V Specialists; prefer Azure Fundamentals, Software Defined Storage, Software Defined Networking Requires VCP-DCV Certification for VMware Specialists Prefer relevant technical certifications around Red Hat, MySQL, CCIA, CCEE, CCEA, CCA, MCSE/MCITP, MCSA, VCP-DCV, vRealize Operations, NXS and/or vSAN badge certifications   Experience Required 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)   Travel Occasional domestic/international travel, less than 50%   Disclaimer The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job. The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is $88,600 –$114,800. 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 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.

Salary : $88,600 - $114,800