Description

The Fanatical Support for AWS team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.

As the #1 Managed Cloud Company, Rackspace is hiring AWS Cloud Engineers to deliver Fanatical Support with Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers make the most out of their chosen hosting strategy. Using your deep technical expertise, you will help customers optimize their workloads by providing application focused assistance to build, deploy, integrate, scale and heal using native AWS and 3rd party tool-chains and automation oriented agile principles.

Through both hands-on and consultative approaches, you will be responsible for supporting customers with tasks including provisioning and modifying Cloud environments, performing upgrades, and addressing day-to-day customer issues via phone and tickets, with a focus on the the AWS infrastructure.

At Rackspace we pride ourselves on our ability to deliver fanatical support - this means our support team blends technical expertise and strong customer oriented professional skills. Being successful in this role requires:

• Working knowledge of Amazon Web Services Products & Services, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking,etc
• Intermediate understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing
• Good understanding of design of native Cloud applications, Cloud application design patterns and practices

• Working knowledge of Windows or Linux operating systems

JOB REQUIREMENTS:

Key Accountabilities

• Build, operate and support AWS Cloud environments
• Respond to customer support requests via tickets and phone calls within response time SLAs
• Ticket Queue Management and Ticket triaging – escalating to senior engineers when required & handing over ongoing issues to 24x7 shifts
• Troubleshoot performance degradation or loss of service as time critical incidents
• Assist customers in the configuration of backup, patching and monitoring of servers and services
• Build customer solutions, leveraging automation and delivery mechanisms for efficiency and scalability
• Drive strong customer satisfaction through Fanatical Support
• Ownership of issues, including collaboration with other teams and escalation
• Support the success and development of others in the team

Key Performance Indicators

• Customer satisfaction scores - NPS
• Performance indicators – Ticket queues, response times, first time fix
• Quality indicators – Peer review, customer feedback

PERSON SPECIFICATION: 

• Technical achiever with a strong work ethic, creative, collaborative, team player
• Familiarity with Cloud Architecture and Best Practices
• A strong background in AWS and/or demonstrative hosting-specific technical skills:

• Compute and Networking
• Storage and Content Delivery

• Database
• Administration and Security
• Deployment and Management
• Application Services
• Analytics

• Mobile Services
• CloudFormation

• At least one AWS Associate-Level certification or higher
• Strong communications skills, written and verbal
• Passion for technology and desire to learn

• Ability to prioritize under pressure
• Sound problem solving ability
• Strong documentation skills
• Process improvement – identification & solution
• Educated to degree level or equivalent is an advantage

• Potential to work weekends and flexible hours
• Must be able to pass a public trust background check at hire. Must be a US Citizen, may require further DOD security clearance 

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.