Cloud Engineer - II

JOB DESCRIPTION PRIMARY RESPONSIBILITY: Support internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. First point of contact for handeling customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develop tooling and processes to drive and improve customer experience, create playbooks, and provide mentoring on customer related issues to lower level Cloud Engineers and support.

KNOWLEDGE/SKILLS/ABILITY: Experience automating and orchestrating workloads across multiple public cloud providers. Automation experience with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools. Experience working at least one of the following languages: , Python, PHP, Ruby, and Java. Proficient with git and git workflows. Proficient in leveraging CI and CD tools to automate testing and deployment. Experience working in an Agile, fast paced, DevOps environment. Knowledge (preferably experience) in building distributed, highly available applications. Expert Linux or Windows skills. Experience in the configuration, management, and troubleshooting of common web servers, database, caching, and database services. Excellent written and verbal communication skills with ability to communicate technical issues to nontechnical and technical audiences.

JOB COMPLEXITY: Provide Fanatical customer support from onboarding thorugh growth at Rackspace. In addition to providing customer support, will be responsible for helping build tools and processes necessary for excellent customer outcomes. Automate infrastructure and develop tools and processes to improve the customer experience and reduce support toil. Own issues end-to-end working collaboratively with your team and peers. Work with customers and other teams to troubleshoot customer environments to increase end user satisfaction. Deep dive into complex performance issues to increase efficiency and reduce customer incidents. Work with the open source community to help deliver features and fixes for our most commonly used tools. Focus on team projects, complex request escalations and project requests.