Aws Cloud Engineer

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 which 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 providing mentoring on customer related issues to support teams. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

**Career Level Summary**:

- Requires working knowledge and experience in own job discipline and broadens capabilities
- Continues to build knowledge of the company, processes and customers
- Performs a range of assignments related to job discipline
- Uses learned and prescribed guidelines or processes in analyzing situations
- Receives a moderate level of guidance and direction

**Critical Competencies**:

- Systems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted for
- Idea Creation: Provides ideas and designs new solutions, methods and products to update what existed prior

**Key Responsibilities**:

- 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

**Knowledge**:

- Proficient knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
- 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
- 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

**Skills**
- Passionate about technology and has a desire to constantly expand technical knowledge
- Detail-oriented in documenting information and able to own cu