Openstack Cloud Engineer IV

Summary

Join Rackspace as a Cloud Engineer and become a key part of our support infrastructure. You will provide high-level technical support to customers via phone, ticketing systems, and automation, resolving complex issues and keeping customers updated. This role involves collaborating with internal and external teams, troubleshooting environments, and developing tools to improve customer experience. You will mentor support teams, advise on potential pitfalls, and stay informed on emerging technologies. Adherence to company security policies is crucial. Leadership and strategic thinking are also key aspects of this position.

Requirements

• Possess advanced knowledge of Cloud Platform Products such as OpenStack, Ansible, Red Hat OSP, and Kubernetes
• Have advanced skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java
• Possess advanced skills with git and git workflows
• Have advanced skills in leveraging CI and CD tools to automate testing and deployment
• Possess advanced knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
• Have broad knowledge of the following with deep knowledge of some: PHP, Python, Ruby, Javascript, Memcached, LAMP, nginx, node.js, nosql, Varnish
• Demonstrate strong web programming and scripting ability
• Possess strong knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
• Have strong automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
• Possess strong knowledge of software development methodologies including code profiling, regression testing, and continuous integration
• Have strong knowledge of Project Management methodologies
• Possess a strong understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
• Have strong knowledge in the application of current and emerging network software and hardware technology and protocols
• Possess specialized depth and/or breadth of expertise in own job discipline or field
• Interpret internal/external business challenges and recommend best practices to improve products, processes, or services
• Be passionate about technology and have a desire to constantly expand technical knowledge
• Be detail-oriented in documenting information and able to own customer issues through resolution
• Be able to handle multiple tasks and prioritize work under pressure
• Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
• Possess strong written and verbal communication skills, both highly technical and non-technical
• Be able to communicate technical issues to nontechnical and technical audiences

Responsibilities

• Serve as the technical point of escalation for Cloud Support and Engineering teams, resolving customer issues and collaborating with partners
• Lead cross-functional business continuity/transformational projects and customer engagements, delivering key objectives
• Advise leadership in setting and executing technological strategy
• 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 assist Rackers across the business
• Provide technical expertise for communications targeting various stakeholders
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
• Collaborate and share knowledge with other Engineers
• Provide a high level of technical support to our customers via the phone, ticketing system, and automation
• Own complex customer issues
• Keep our customers updated through every step of the process
• Support internal and external customers on multiple platforms
• Work with customers and other teams to troubleshoot customer environments to increase user satisfaction
• Resolve 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 support teams
• Take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives
• Keep informed of emerging technologies
• Adhere to company security policies and procedures and any other relevant policies and standards

Preferred Qualifications

English language fluency