AWS Cloud Engineer II

Description

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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