Support Engineer II

India - Remote

Rackspace logo
As a cloud computing services pioneer, we deliver proven multicloud solutions across your apps, data, and security. Maximize the benefits of modern cloud.
Apply now Apply later

Job Family SummaryThe 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.  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 engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. 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 Summary·       Requires working knowledge and experience in own job discipline and broadens capabilities·       Continues to build knowledge of the company, processes, and customers·       Performs a range of assignments related to job discipline·       Uses learned and prescribed guidelines or processes in analyzing situations·       Receives a moderate level of guidance and direction Critical Competencies·       Systems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process, and technology) are identified and accounted for·       Idea Creation: Provides ideas and designs new solutions, methods, and products to update what existed prior Key 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·       Collaborate and share knowledge with other Engineers and Administrators on the support floor·       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·       Ability to apply fundamental knowledge to solve customer issues·       Ensure adherence to customer & SLA commitments for self Person SpecificationKnowledge·       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 such as:o   Windows: Server Failover Clustering, Active Directory, IISo   Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP·       Intermediate knowledge of Database Servers:o   Windows: MSSQLo   Linux: MySQL, MariaDB, Percona·       Intermediate knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)·       Intermediate knowledge of Cloud Platform Products (Azure/AWS/GCP)·       Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols·       Basic scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go·       Requires expanded conceptual knowledge in own job discipline and broadens capabilities ·       Understands key business drivers; uses this understanding to accomplish own work
Skills·       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·       Fluency in multiple languages is a plus
Certifications   Desired: o    MCSA or MCSE for Windows specializationo    RHCSA/RHCE (or LPI/LFC equivalent) for Linux specialization
ExperienceRequired·       2-4 years of technical engineering and administration experience with a minimum of 2 years in an OS Systems Engineering and Administration function
About Rackspace TechnologyWe 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 TechnologyThough 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.
Job perks/benefits: Career development
Job region(s): Asia/Pacific
Job stats:  2  0  0
  • Share this job via
  • or

Explore more Remote Work and WFH career opportunities