Job Description

Job Family Summary The 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

Job Family Summary The 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 specialized depth and/or breadth of expertise in own job discipline or field . Leads others to solve complex problems . Works independently, with guidance in only the most complex situations . May provide functional leadership to teams or projects Critical Competencies . Systems 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 differ . Idea Creation: Examines new ideas of solutions, methods and products to ensure the potential and alignment with departmental and business goals Key Responsibilities . Contribute to functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the OS Function . Technical point of escalation to the OS Support and Engineering teams resolving customer issues, working in collaboration with partners across the business, as required . Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructure . Assists in the development of technical training for all Rackers supporting Rackspace Supported OS Products . Mentor and assist Rackers across the organization . Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business . Collaborate with Account Managers and Business Development Consultants to build strong customer relationships, can show understanding of the link between customer environment and their business demands . Collaborate and share knowledge with other Engineers on the support floor . Resolve the most complex tasks and implementations, not only on resolving but ensuring collectively the functional group can learn and iterate on the tasks . Ensure adherence to customer & SLA commitments for self, team and wider functional queue, taking appropriate actions to ensure objectives are met Support Engineer IV Global Job Code: . Develop and maintain team policy, standards, and procedures, holding team members accountable to high work standards and work performed . Take part in the hiring and promotion review process to aid growth of the team Person Specification Knowledge . Advanced knowledge of Linux and/or Windows Server Operating Systems. . Advanced knowledge of server hardware, networking, backup, and storage solutions . Advanced knowledge of designing, implementing, analyzing, and troubleshooting highly available systems . Advanced understanding 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, IIS o Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP, RHCS . Strong knowledge of Database Servers: o Windows: MSSQL o Linux: MySQL, MariaDB, Percona . Strong knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V) . Strong knowledge of Cloud Platform Products (Azure/AWS/GCP) . Basic knowledge and applied experience of both Project Management methodologies and Process Improvement best-practice . Strong knowledge in the application of current and emerging network software and hardware technology and protocols . Proficient scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go . Requires specialized depth and/or breadth of expertise in own job discipline or field . Interprets internal/external business challenges and recommends best practices to improve products, processes or services 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 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. Certifications . Desired: o MCSE for Windows specialization o RHCE for Linux specialization . Preferred: o Specialist Certifications that apply to role Experience Required . 8 - 11 years of experience OS Systems Engineering and Administration with a minimum of 3 years of Engineering experience Physical Demands . General office environment: no special physical demands required . May require long periods sitting and viewing a computer monitor . May require work on non-traditional shifts . Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations . A willingness to work weekends and/or holidays when required as the business dictates