Azure Cloud Engineer IV

Rackspace US, Inc.
Published
April 27, 2021
Location
San Antonio, TX
Category
Job Type

Description

Job Family 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.
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 lower level Cloud Engineers and support.
Operates under minimal supervision. Expected to mentor less experienced Cloud Engineers.

Career Level Summary
Requires specialized depth and/or breadth of expertise in own job discipline or field
Leads others to solve complex problems
Works independently, with guidance in only the most complex situations
May provide functional leadership to teams or projects

Critical Competencies
Systems Thinking: Enables optimum organizational efficiency by taking a whole systems approach and thinking across boundaries to identify which polices/processes should be standardized and which should differ
Idea Creation: Examines new ideas of solutions, methods and products to ensure the potential and alignment with departmental and business goals
Provide Fanatical customer support from onboarding through growth at Rackspace. In addition to providing customer support, will be responsible for helping build tools and processes necessary for excellent customer outcomes. Automate infrastructure and develop tools and processes to improve the customer experience and reduce support toil. Architect and Develop full stack solutions, from whiteboard to green SLA's. Own issues end-to-end working collaboratively with your team and peers. Work with customers and other teams to troubleshoot customer environments to increase end user satisfaction. Deep dive into complex performance issues to increase efficiency and reduce customer incidents. Mentor others on the team on complex issues and handles the highest level of escalations and customer grievances. Provides mentoring/training and is focused on the evolution of the business.

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

Knowledge
Advanced knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
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
VMWare Platform
Strong knowledge of the vSphere platform
Proficient networking and NSX administration skills
Proficient working knowledge of fibre channel SANS, NFS and vSAN
Proficient knowledge of vROPS/vRLI
Proficient working knowledge of HP/DELL Server hardware platforms
Proficient knowledge/troubleshooting of Disaster Recovery technologies (e.g. ZERTO, SRM)
Hyper-V Platform
Strong knowledge of the Hyper-V platform
Proficient networking skills
Proficient working knowledge of fibre channel SANS, NFS, vSAN, DAS, SMB, and Storage Spaces Direct
Proficient knowledge of vROPS
Proficient working knowledge of HP/DELL Server hardware platforms
Proficient knowledge/troubleshooting of Disaster Recovery technologies (e.g. Hyper-V Replication)
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
Experience automating and orchestrating workloads across multiple public cloud providers. Automation experience with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools. Experience working at least one of the following languages: Node.js, Python, PHP, Ruby, and Java. Proficient with git and git workflows. Proficient in leveraging CI and CD tools to automate testing and deployment. Experience working in an Agile, fast paced, DevOps environment. Knowledge (preferably experience) in building distributed, highly available applications. Strong Linux or Windows skills. Experience in the configuration, management, and troubleshooting of common web servers, database, caching, and database services. Excellent written and verbal communication skills with ability to communicate technical issues to nontechnical and technical audiences.

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
Experience working in a containerized environment (Docker/LXC)
Fluency in multiple languages is a plus

Education
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 3+ Azure Certifications for Azure Specialists
Requires AWS Master Status and AWS Certified Solutions Architect Professional level certification OR AWS DevOps certification for AWS Specialists
Requires 3 Microsoft Certifications for Hyper-V Specialists: 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
8 – 11 years of technical engineering and administration experience with a minimum of 5 - 6 years commercial experience as either a LAMP stack software developer and/or systems administrator
3 years of current commercial experience as a Cloud Engineer 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)
US Citizenship is required that includes residing within the United States.
Must pass a Public Trust background investigation
May be required to pass a DoD security clearance
May be required to pass drug testing requirement

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.

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