Overview: 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.
You Will:
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
You Have:
2+ years experience with Enterprise level AWS and 7 - 8 years of experience
Enterprise-level AWS knowledge
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 the ability to communicate technical issues to non-technical and technical audiences
Nice to Haves:
Proficiency with Python, PHP, or Ruby
Experience working in a containerized environment (Docker/LXC)
Relevant technical certifications around Red Hat, MySQL, etc
AWS Certifications preferred
Education:
Bachelor's degree in Computer Science, MIS or related technical field required
About Rackspace TechnologyWe 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 TechnologyThough 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.