Cloud Architect - Rackspace Cloud Ops (Remote role in USA)

United States - San Antonio

Full Time Senior-level / Expert
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The Cloud Architect is a key element within the Rackspace support infrastructure and is expected to provide department, company and industry management and implementation into solutions. The Architect is expected to take initiative and advise on potential pitfalls that may encounter on large scale multi-platform infrastructure across all customers. Addresses specific customer needs through leveraging new and existing feature sets, products, and technologies. Evaluates, documents solutions and trains Cloud Engineering and support staff to ensure supportability of customer environments. Serves as the last stop in the Rackspace support group for technical escalation and issue resolution of the most complex problems. Architects own escalations to ensure resolution and are leveraged as a Subject Matter Expert for input on new product selection and implementation into the support structure. The Architect will also partner with vendors to analyze escalated requests for assistance, using this data to identify training opportunities that elevate the level of technical expertise and drive positive customer outcomes. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed

Key Responsibilities

  • The architect will be the primary contact for remote and hosted managed service customers and work with a team of engineers to architect, implement and support Rackspace’s hosting services environment.
  • Guide customers by advising on technical issues that will improve the performance and reliability of the systems
  • Working with off-shore resources to be a point of escalation for off-shore and on-shore team members in support our largest Enterprise clients, ensuring their complex infrastructures stay up and running 24/7 while working with bleeding-edge technology.
  • Create, automate and enforce standards of operation among team members and customers for regular occurring procedures to ensure the highest quality.
  • Technical point of escalation to the Cloud Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
  • Create and deliver customer solutions that maintain, deploy, upgrade, and troubleshoot infrastructure solutions
  • Participate in and define future state end-to-end architectures, platforms, products, tools, and solutions to advance security capabilities
  • Work closely with customers in the pre-implementation process to design and architect desired customer solutions which require products which may not currently be in the supported product portfolio.
  • Research, plan and coordinate complex maintenance activities
  • Lead analysis effort to support and drive Root Cause Analysis (RCA) exercises to drive process & technology improvements related to systems support products.
  • Review vendor support escalations to identify training opportunities
  • Collaborate and share knowledge with other administrators and engineers via wiki articles and training presentations
  • Contribute to the development of technical best practices for administrative responsibilities
  • Prepare and review defined policy and process standards
  • Own assigned account specific complex projects and act as an informal project lead to work with stakeholders
  • Actively engage partners and vendors to understand vendor products, proof of concept implementations, and guide successful onboarding and integration of new Cloud technologies
  • Coach, mentor and assists Rackers across the business
  • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
  • Collaborate and share knowledge with the Cloud support floor


  • Advanced knowledge of Cloud Platform Products such as OCI, AWS, Azure, GCP, or Openstack
  • Advanced skills in at least one of the following languages: Bash, Python, PHP, Ruby, or Java
  • Advanced knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
  • Advanced web programming and scripting ability
  • Advanced knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
  • Advanced automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
  • Advanced knowledge of Project Management methodologies
  • Advanced understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
  • Advanced knowledge in the application of current and emerging network software and hardware technology and protocols
  • VMWare Platform
  • Advanced knowledge of the vSphere platform including vCenter cluster, HA, DRS, vMotion etc.
  • Strong working knowledge of fibre channel SANS, NFS and vSAN
  • Sstrong working knowledge of HP/DELL Server hardware platforms
  • Oracle Virtualization (OVM and OLVM)
  • Knowledge of OVM and OLVM
  • Strong networking skills
  • Strong working knowledge of fibre channel SANS, NFS, vSAN, DAS, SMB, and Storage Spaces Direct
  • Interprets internal/external business challenges and recommends best practices to improve products, processes or services


  • 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 nontechnical and technical audiences
  • Fluency in multiple languages is a plus

Education Required:

  • Bachelor's Degree in Computer Science, Management Information Systems, or a related technical field
  • 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


  • Preference for certification in VMWare, Oracle virtualization, Redhat Linux, or OCI
  • Prefer relevant technical certifications around Red Hat, MySQL, CCIA, CCEE, CCEA, CCA, MCSE/MCITP, MCSA, VCP-DCV, vRealize Operations, NXS and/or vSAN badge certifications

Experience Required

  • 8 – 11 years of technical engineering and administration experience with a minimum of 5 - 6 years commercial experience systems engineer
  • 3 years of current commercial experience as a Cloud Engineer working with a high-traffic site
  • Experience with high-availability, high-performance, open source web technologies
  • Experience automating and orchestrating workloads across multiple public cloud providers
  • Experience with cloud platforms, open source databases and caching layers


  • Occasional domestic travel, less than 10%
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: Team events
Job region(s): North America
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