Cloud Engineer II (AWS Cloud Support) - R-19408

JOB DESCRIPTION:
The Fanatical Support for AWS team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.
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 fo supporting customers with tasks including provisioning and modifying Cloud environments, performing upgrades, and addressing day-to-day customer deployment issues via phone and ticket.
At Rackspace we pride ourselves on our ability to deliver fanatical experience - 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, Terraform, Networking etc
• Excellent working knowledge of Windows or Linux operating systems – experience of supporting and troubleshooting issues and performance
• 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
• Hands on knowledge using CloudFormation and/or Terraform
JOB REQUIREMENTS:
Key Accountabilities
• Build, operate and support AWS Cloud environments
• 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
• 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
• Troubleshoot performance degradation or loss of service as time critical incidents as needed
• Drive strong customer satisfaction (NPS) 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
• Speed to online- Meeting required delivery times
• Performance indicators – Ticket queues, response times
• Quality indicators – Peer review, customer feedback
PERSON SPECIFICATION:
• Technical achiever with a strong work ethic, creative, collaborative, team player
• A strong background in AWS and/or demonstrative hosting-specific technical skills:
o Compute and Networking
o Storage and Content Delivery
o Database o Administration and Security
o Deployment and Management
o Application Services
o Analytics
o Mobile Services
o CloudFormation/Terraform