Linux Lead Customer Success Engineer - III

India - Remote

Full Time Senior-level / Expert
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Job Profile Summary Serves as a key element within the Rackspace support infrastructure and has ownership of technical support for a designated customer base. Provides consulting service to customers on building, maintaining, and upgrading systems to meet customer needs. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way. Analyzes customer configurations, uses initiative and advises on potential pitfalls that a customer may experience using existing or planned methods and suggests alternatives that may better serve the stability of the customer’s solution. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues. This role may be on call 24x7x365 and is the premier role of Fanatical Support. Careel Level Summary • Performs tasks with little supervision, receives escalations from others. Mentors and coaches individual contributors. Critical Competencies Key Responsibilities • Owns the technical support for the customer base; tracks issues, ensures resolution at the appropriate level. Ensures customers receive a Fanatical Support experience. Understands customer configurations and analyzes strengths, weaknesses, opportunities and threats. Collaborates with customer to proactively address weaknesses and opportunities. Collaborates with internal and external teams to provide support. Troubleshoots and resolves system service issues and OS level issues. Receives and resolves issues escalated from lower level admins. Creates and maintains customer loyalty by serving customers above an beyond their expectations. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc. Knowledge • Advanced knowledge of servers/computer hardware and software. Strong knowledge of DNS, including diagnostics with UNIX tools. Expert working knowledge of Linux OS. Expert knowledge of network fundamentals. Advanced knowledge of relevant web services, mail, MBU, Linux and monitoring applications. Advanced knowledge of MySQL. Drive to continually expand knowledge in the areas of new technological developments and trends. Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions. Solid problemsolving abilities coupled with a desire to take on responsibility. Strong written and verbal communications skills, bi-lingual skills a plus. Strong presentation skills. Ability to develop and maintain relationships with key external stakeholders at various business levels. • Familiarity with Rackspace tools, systems and infrastructure Skills • LATAM: H-1B Qualified Role Fluency reading, writing and speaking Portuguese or Spanish at a technical/business level. requires a Bachelor’s degree and 8 years of related work experience. At the manager’s discretion, additional relevant experience may substitute for the degree requirement at a rate of 3 years experience for 1 year of higher education. Requires expert level OS knowledge and advanced knowledge of Apache, MySQL, PhP. Experience requiring a strong knowledge of storage clustering. • Hosting: JOB SECTION: Invent. BUSINESS UNIT: Hosting Operations A System Administrator is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers over the phone and via support tickets. Manages the load configuration of a central data communication processor and makes recommendations for purchase or upgrade of data networks. Coordinates terminal orders, cable installation, network system planning, upgrading, monitoring, testing and servicing. Approves action requests and specifies purchase requirements. Negotiates and places orders with common carriers. Troubleshoots and resolves system service issues and OS level issues, plus issues elevated from level I & II administrators. Provides input during the performance and merit review process. Responsible for scheduling and ensuring adequate coverage. Facilitate technical meetings. Identify coaching and development opportunities for technicians. Assist the team lead as appropriate. Serves as a back up to Team Leader. Requires approximately 3- 4 years working in a computer technical field. Bachelor’s degree in computer science or engineering related field or equivalent work experience, preferred. Technical certifications (i.e., RHCE, RHCT, A+, CompTIA, MySQL, CCNA, and CCIE) or equivalent knowledge required. Able to touch type 50 - 60 wpm. Minimum of 2-3 years working in the Rackspace environment or equivalent FANATICAL customer support work place. • Cloud: JOB SECTION: Cloud Support. BUSINESS UNIT: Cloud Support Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. • Managed: JOB SECTION: Linux BUSINESS UNIT: Managed Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Education • High school diploma or equivalent required. Bachelor’s degree in Computer Science, Engineering, or related field preferred Certifications • Linux+, RHCSA, and RHCE certifications preferred Experience • Requires 8 years experience in systems administration or related field, including a minimum of 2+ years web hosting experience Physical Demands • General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. May require domestic travel to customer sites, conferences and education; less than 15%. Travel Disclaimer The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job
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 region(s): Asia/Pacific
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