This role requires a highly skilled L2 Support Engineer to provide advanced technical support for Windows and Linux operating systems hosted on AWS virtual machines (VMs). Responsibilities include resolving escalated incidents, performing in-depth troubleshooting, implementing OS patching and security measures, optimizing AWS environments, supporting disaster recovery, and contributing to operational improvements.  The ideal candidate possesses expertise in AWS services, automation, and OS management, tackling complex issues and providing technical guidance to L1 engineers. This involves architectural oversight, system management and optimization, security and compliance, automation & DevOps, and disaster recovery support. The role requires strong problem-solving and communication skills, and the ability to work independently and as part of a team in a fast-paced environment.

Rackspace Technology

L3 Support Engineer (Windows/Linux on AWS)

L2 Support Engineer (Windows/Linux on AWS)

Support Engineer I - IN (AWS and Linux/Windows)

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<div class="section page-centered" data-qa="job-description"><div>&nbsp;</div><div><b>Job Overview</b></div><div>We are seeking a highly skilled L2 Support Engineer to provide advanced technical support for Windows and Linux operating systems hosted on AWS virtual machines (VMs). In this role, you will resolve escalated incidents, perform in-depth troubleshooting, implement OS patching and security measures, and optimize AWS environments for performance and reliability. With expertise in AWS services and automation, you’ll tackle complex issues, support disaster recovery, and contribute to operational improvements. This position is ideal for an experienced professional with strong technical proficiency in cloud infrastructure and OS management.</div><div><br></div><div><b>Key Responsibilities</b></div><div><b>Architectural Oversight:</b></div><div>Implement and optimize cloud architectures for Windows and Linux VMs in AWS, focusing on performance, security, and scalability.</div><div>Participate in Well-Architected Framework reviews, applying recommendations to enhance system efficiency.</div><div><b>Complex Troubleshooting:</b></div><div>Resolve escalated critical issues involving Windows and Linux VMs, including hybrid environments, multi-region setups, and service interdependencies.</div><div>Debug and troubleshoot advanced AWS services such as Lambda functions, API Gateway configurations or AWS patch manager.</div><div>Conduct root cause analysis (RCA) for recurring or high-impact incidents and implement fixes.</div><div><b>System Management and Optimization:</b></div><div>Perform advanced maintenance for Windows (e.g., Group Policy, registry tuning) and Linux (e.g., kernel parameters, process optimization) VMs in AWS.</div><div>Execute and refine OS patching processes for Windows (e.g., WSUS integration) and Linux (e.g., yum/apt updates), ensuring compliance and minimal disruption.</div><div>Optimize performance for Windows and Linux systems in AWS.</div><div><b>Security and Compliance:</b></div><div>Conduct security audits and compliance checks (e.g., SOC2, GDPR) and remediate identified vulnerabilities.</div><div>Enforce OS-level security best practices (e.g., Windows hardening, Linux SSH management).</div><div><b>Automation &amp; DevOps:</b></div><div>Automate infrastructure tasks (e.g., patching, scaling, monitoring) using scripting (e.g., Bash, Python, PowerShell) and AWS CLI.</div><div>Provision AWS resources using Terraform or CloudFormation.</div><div><b>Disaster Recovery &amp; High Availability:</b></div><div>Support high-availability configurations (e.g., multi-AZ setups, failover      clusters) to ensure system uptime.</div><div><b>Team Collaboration:</b></div><div>Provide technical guidance to L1 engineers on complex issues, patching workflows, and AWS operations.</div><div>Contribute to knowledge base articles and troubleshooting guides for Windows, Linux, and AWS-related tasks.</div><div><b>&nbsp;</b></div><div><b>Required Skills and Qualifications</b></div><div><b>Technical Skills:</b></div><div>Advanced knowledge of Windows operating systems (e.g., Windows Server 2016/2019/2022) and/or Linux distributions (e.g., CentOS, RHEL), including system diagnostics.</div><div>Strong expertise in OS patching, including deployment and troubleshooting for Windows (e.g., Windows Update, WSUS) and Linux (e.g., yum, apt).</div><div>Deep understanding of AWS core services (e.g., EC2, S3, VPC, IAM) and advanced features (e.g., Lambda, API Gateway, EKS, CloudWatch).</div><div>Proficiency in AWS automation, scripting (e.g., Bash, Python, PowerShell), and AWS CLI for managing infrastructure and patching.</div><div>Experience with AWS CloudFormation and Terraform for provisioning and managing      resources.</div><div>Knowledge of AWS security best practices, identity and access management (e.g., IAM policies), and networking (e.g., VPC, subnets).</div><div><b>Capacity Planning:</b> Ability to analyze resource usage trends and recommend capacity adjustments.</div><div><b>Performance Optimization:</b> Skills to identify and resolve performance bottlenecks in OS and AWS environments.</div><div><b>Migration and Modernization:</b> Experience supporting complex migration and modernization projects for cloud-based systems.</div><div><br></div><div><b>Soft Skills:</b></div><div>Excellent problem-solving and analytical skills to address intricate technical challenges.</div><div>Strong communication skills for documenting solutions and collaborating with team members and customers.</div><div>Ability to work independently and as part of a team in a fast-paced, cloud-focused environment.</div><div>Customer-focused approach with a commitment to resolving escalated issues efficiently.</div><div><br></div><div><b>Experience:</b></div><div>4-8 years of experience in IT support, systems administration, or cloud operations, with a focus on Windows and Linux OS management and AWS.</div><div>Proven experience resolving complex issues in AWS-hosted Windows/Linux environments.</div><div><br></div><div><b>Education:</b></div><div>Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).</div><div><br></div><div><b>Certifications (Preferred):</b></div><div>AWS Certified Solutions Architect – Associate</div><div>AWS Certified DevOps Engineer – Professional</div><div>AWS Certified Security – Specialty</div><div>Microsoft Certified: Windows Server Administration (e.g., MCSA equivalent)</div><div>Linux Professional Institute Certification (LPIC-1) or Red Hat Certified System Administrator (RHCSA)</div><div><br></div><div><b>Additional Requirements</b></div><div>Willingness to provide on-call support for critical incidents and oversee patching or recovery operations as needed.</div><div>Proficiency with remote collaboration tools (e.g., Microsoft Teams, Outlook) and ticketing systems (e.g., ServiceNow, Jira).</div><div>&nbsp;</div><div><br></div><div>&nbsp;</div></div>undefinedundefinedundefined