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. 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 provides mentoring on customer-related issues to support teams.

**Must be fluent in English

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
• Monitor and provide maintenance for all related infrastructure
• Ensure the control, integrity, and accessibility of the cloud environment for the enterprise
• Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business
• Collaborate and share knowledge with other Engineers and Administrators on the support floor
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
• Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructure
• Mentor and assist Rackers across the Cloud Function
• Lead functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud Function

Qualifications

• Advanced English skills
• Proficient knowledge of Azure Cloud Platform
• Intermediate knowledge of Azure Automation
• 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 understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
• Proficient skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java
• Proficient skills with git and git workflows
• 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 knowledge in the application of current and emerging network software and hardware technology and protocols
• VMWare Platform / Hyper-V Platform
• Intermediate knowledge of the vSphere platform / 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
• Passionate about technology and has a desire to constantly expand technical knowledge
• Detail-oriented in documenting information and able to own customer issues through resolution
• Able to handle multiple tasks and prioritize work under pressure
• Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
• Strong written and verbal communication skills, both highly technical and non-technical
• Ability to communicate technical issues to non-technical and technical audiences
• Nice to have: Certifications in Azure.

- Fluent, Bi-lingual (Spanish and English): interviews will be held in English.

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