AWS Cloud Engineer II

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 that 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 provides mentoring on customer-related issues to support teams. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Shift Available: Monday to Friday from 4 AM TO 1 PM CST.

Key Responsibilities:

• Other Incidental tasks related to the job as necessary.

• 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

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

• Preferred to hold an AWS Associate-level certification

Discover your inner Racker: Racker Life

Fluent Bi-lingual (Spanish and English): interviews will be held in English.

If located in Mexico: Role can work remotely in the states of Ciudad de Mexico Jalisco Nuevo Leon Aguascalientes Queretaro Estado de Mexico and Puebla. This opportunity is a permanent remote job but you need to be based in Mexico at one of the mentioned locations.

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