Job Family Summary
The Support 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.
A detailed look at your Job Responsibilities
⦁Technical point of escalation to the first line and second line teams; resolving customer issues, working in collaboration with partners across the business, as required
⦁Lead customer engagements (both technical and non-technical)
⦁Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructure
⦁Mentor and assist Rackers across the OS Function
⦁Provide exceptional customer support via the phone, and ticketing systems
⦁Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing with the autonomy and ability to suggest and implement changes to customer solutions and can impact process change and continued improvement
⦁Ensure adherence to customer & SLA commitments for self
You would be suitable for this role, if you have
⦁ 6 - 10 years of experience in OS Systems Engineering and Administration
⦁Proficient knowledge of Linux and/or Windows Server Operating Systems
⦁Proficient knowledge of server hardware, networking, backup, and storage solutions
⦁Proficient knowledge of implementing, analyzing, and troubleshooting highly available systems
⦁Proficient knowledge of services and protocols commonly used in hosting environments including but not limited to web servers, database servers, mail servers, name servers .
⦁Windows: Server Failover Clustering, Active Directory, IIS
⦁Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP
⦁Intermediate knowledge of Database Servers:
⦁Linux: MySQL, MariaDB, Percona
⦁Intermediate scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go
About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.