Rackspace India - Remote Full-time

Job Summary:
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:
• Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines
• Solves complex problems
• Works independently, receives minimal guidance
• May lead projects or project steps within a broader project or may have accountability for on-going activities
• Acts as a resource for colleagues with less experience
• Level at which career may stabilize for many years or until retirement
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 and contribute to cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Organization
• Monitor and provide maintenance for all related infrastructure
• Ensure the control, integrity, and accessibility of the cloud environment
• Implements large, complex enterprise-class solutions
• Lead tasks relating to system architecture enhancements, problem management, fleet management, process improvement, reporting, product integration and customer infrastructure
• Lead Workload/Workforce Management and Optimization related tasks
• Develop technical training for all Rackers supporting Rackspace Supported Cloud Products
• Mentor and assist Rackers across the organization
• 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 :
• Good knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
• Strong skills in leveraging CI and CD tools to automate testing and deployment
• Strong knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
• Proficient knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
• Proficient automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
• Proficient understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
• VMWare Platform
• Proficient knowledge of the vSphere platform
• Intermediate networking and NSX administration skills
• Intermediate working knowledge of fibre channel SANS, NFS and vSAN
• Intermediate knowledge of vROPS/vRLI
• Intermediate working knowledge of HP/DELL Server hardware platforms
• Intermediate knowledge/troubleshooting of Disaster Recovery technologies (e.g. ZERTO, SRM)
• Hyper-V Platform
• Proficient knowledge of the Hyper-V platform
• Intermediate networking skills
• Intermediate working knowledge of fibre channel SANS, NFS, vSAN, DAS, SMB, and Storage Spaces Direct
• Intermediate knowledge of vROPS
• Intermediate working knowledge of HP/DELL Server hardware platforms
• Intermediate knowledge/troubleshooting of Disaster Recovery technologies (e.g. Hyper-V Replication)
Requires  Azure Certifications for Azure Specialists
Any Graduate.