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 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 Specification

Knowledge

·       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, IIS

o   Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP

·       Intermediate knowledge of Database Servers:

o   Windows: MSSQL

o   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

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    MCSA or MCSE for Windows specialization

o    RHCSA/RHCE (or LPI/LFC equivalent) for Linux specialization

Experience

Required

·       2-4 years of technical engineering and administration experience with a minimum of 2 years in an OS Systems Engineering and Administration function

Preferred

·       Technical customer support experience in a cloud hosting/technology environment

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

Travel

·       Occasional domestic travel, less than 10%