Remote Aws Cloud Engineer Ii

Summary

Join Rackspace as a Cloud Engineer and provide high-level technical support to customers via phone, ticketing system, and automation. You will own complex customer issues, collaborate with teams, and troubleshoot environments. Responsibilities include developing tools, creating playbooks, mentoring support teams, and ensuring adherence to security policies. This role requires a Bachelor's degree, AWS experience, and proficiency in various technologies. The position offers a remote work option for those in specified Mexican states.

Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, or a related technical field
• At least 2 years of recent experience working with AWS
• Proficient knowledge of the AWS Cloud Platform
• Proficient skills in at least one of the following languages: Node.js , Python, PHP, Ruby, and Java
• Proficient skills with git and git workflows
• Proficient skills in leveraging CI and CD tools to automate testing and deployment
• Proficient knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
• Intermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
• Intermediate knowledge of at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
• Intermediate knowledge of Project Management methodologies
• Intermediate understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
• Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols
• VMWare Platform
• Intermediate knowledge of the vSphere platform
• Basic networking skills
• Basic working knowledge of fibre channel SANS, NFS and vSAN
• Basic knowledge of vROPS
• Basic working knowledge of HP/DELL Server hardware platforms
• Hyper-V Platform
• Intermediate knowledge of the Hyper-V platform
• Basic networking skills
• Basic working knowledge of fibre channel SANS, NFS and vSAN
• Basic knowledge of vROPS
• Basic working knowledge of HP/DELL Server hardware platforms
• Requires expanded conceptual knowledge in own job discipline and broadens capabilities
• Understands key business drivers; uses this understanding to accomplish own work

Responsibilities

• Provide a high level of technical support to our customers via the phone, ticketing system, and automation
• Own complex customer issues that may take several days or weeks to resolve and keep our customers updated through every step of the process
• Support of 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
• Provide mentoring on customer-related issues to support teams
• Adhere to company security policies and procedures and any other relevant policies and standards as directed
• Other Incidental tasks related to the job, as necessary
• Serve as the 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 business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud Function
• Monitor and provide maintenance for all related infrastructure
• Ensure the control, integrity, and accessibility of the cloud environment for the enterprise
• Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructure
• Lead Workload/Workforce Management and Optimization related tasks
• Mentor and assist Rackers across the Cloud Function
• Quality check development of technical training for all Rackers supporting Rackspace Supported CLOUD Products
• 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

Preferred Qualifications

AWS Associate-level certification

Benefits

Remote work option in specified Mexican states