Cloud Engineer - Openstack

United States - Remote /
Operations – Global Technical Support /
Full - Time
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

    • Recognized as an expert within the company and requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization function
    • Solves unique problems that have a broad impact on the business
    • Contributes to the development of organizational sub-function strategy
    • Progression to this level is typically restricted on the basis of business requirements

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 and guide 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

Critical Competencies

    • Systems Thinking: Provides a broad organizational view and whole systems expertise to guide standardization and differentiation of policies/processes
    • Idea Creation: Challenges the organization in innovating and designing new solutions, methods and products to remain competitive and lead the industry

Person Specification Knowledge

    • Expert knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
    • Expert skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java
    • Expert skills with git and git workflows
    • Expert skills in leveraging CI and CD tools to automate testing and deployment
    • Expert 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
    • Advanced web programming and scripting ability
    • Advanced knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
    • Advanced automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
    • Advanced knowledge of software development methodologies including code profiling, regression testing, and continuous integration
    • Advanced knowledge of Project Management methodologies
    • Advanced understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
    • Advanced knowledge in the application of current and emerging network software and hardware technology and protocols
    • VMWare Platform
    • Advanced knowledge of the vSphere platform
    • Strong networking and NSX administration skills
    • Strong working knowledge of fibre channel SANS, NFS and vSAN
    • Strong knowledge of vROPS/vRLI
    • Strong working knowledge of HP/DELL Server hardware platforms
    • Strong knowledge/troubleshooting of Disaster Recovery technologies (e.g. ZERTO, SRM)
    • Hyper-V Platform
    • Advanced knowledge of the Hyper-V platform
    • Strong networking skills
    • Strong working knowledge of fibre channel SANS, NFS, vSAN, DAS, SMB, and Storage Spaces Direct
    • Strong knowledge of vROPS
    • Strong working knowledge of HP/DELL Server hardware platforms
    • Strong knowledge/troubleshooting of Disaster Recovery technologies (e.g. Hyper-V Replication)
    • Requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization function
    • Anticipates business and regulatory issues; recommends product, process or service improvements

Person Specification 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 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 Required

    • 12 - 14 years of technical engineering and administration experience with a minimum of 7 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)

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%

Sponsorship

    • Not Eligible for Sponsorship
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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.