Support Engineer IV

United States - Remote

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Job Profile 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 SummaryRequires specialized depth and/or breadth of expertise in own job discipline or fieldLeads others to solve complex problemsWorks independently, with guidance in only the most complex situationsMay provide functional leadership to teams or projects
Critical CompetenciesSystems Thinking: Enables optimum organizational efficiency by taking a whole systems approach and thinking across boundaries to identify which polices/processes should be standardized and which should differIdea Creation: Examines new ideas of solutions, methods and products to ensure the potential and alignment with departmental and business goals
Key ResponsibilitiesOther Incidental tasks related to the job, as necessary.Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as requiredLead cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the OrganizationAdvise leadership in setting and executing technological strategy to ensure Rackspace remain head of industryProactively assess, propose, and implement enhancements to system architecture, problem management, fleet management, process improvement, reporting, product integration and customer infrastructureLead Workload/Workforce Management and Optimization related tasksReview technical training for all Rackers supporting Rackspace Supported OS ProductsCoach, mentor and assists Rackers across the businessProvide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the businessCollaborate with Account Managers and Business Development Consultants to build strong customer relationshipsCollaborate and share knowledge with other Engineers on the support floor
KnowledgeAdvanced knowledge of OS, including but not limited to: Server Failover Clustering, Active Directory, IISAdvanced knowledge of server hardware, networking, backup, and storage solutionsAdvanced knowledge of designing, implementing, analyzing, and troubleshooting highly available systemsAdvanced understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name serversStrong knowledge of MSSQL ServerStrong knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)Strong knowledge of Cloud Platform Products (Azure/AWS/GCP)Strong knowledge of Project Management methodologies and Process Improvement best-practiceStrong understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name serversStrong knowledge in the application of current and emerging network software and hardware technology and protocolsProficient scripting competency in one or more of the following languages: PowerShell, Python, PHP, GoRequires specialized depth and/or breadth of expertise in own job discipline or fieldInterprets internal/external business challenges and recommends best practices to improve products, processes or services
SkillsPassionate about technology and has a desire to constantly expand technical knowledgeDetail-oriented in documenting information and able to own customer issues through resolutionAble to handle multiple tasks and prioritize work under pressureDemonstrate sound problem-solving skills coupled with a desire to take on responsibilityStrong written and verbal communication skills, both highly technical and non-technicalFluency in multiple languages is a plus
EducationBachelor's Degree in Computer Science, Management Information Systems, or a related technical field required. At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
CertificationsRequires MCSE for Windows specializationRequires RHCE for Linux specializationPrefer Specialist Certifications that apply to role
Experience8 – 11 years of experience OS Systems Engineering and Administration with a minimum of 3 years of Engineering experience required.
Physical Demands General office environment: no special physical demands required. May require long periods of sitting and viewing a computer monitor. Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations. Must be able to lift 50 lbs over-head.
TravelOccasional domestic/international travel, less than 50%
DisclaimerThe 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. 

“The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is $88,600 –$114,800. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.”

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 Transparency
Job region(s): North America
Job stats:  5  1  0
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