Trainee Cloud Engineer
Job Summary
Job Description
The Trainee Cloud Engineer at Rackspace plays a crucial role in providing high-level technical support to customers via phone, ticketing systems, and automation. This role involves owning complex issues, keeping customers updated, and collaborating with internal and external teams to troubleshoot environments. Responsibilities include resolving customer issues, offering guidance for increased efficiency, developing tools and processes to improve customer experience, creating playbooks, mentoring support teams, advising on potential pitfalls, and staying informed on emerging technologies. The role also contributes to projects, acts as a technical escalation point, assists in training development, and collaborates with account managers to build strong customer relationships. Adherence to company security policies and procedures is essential.
Must have:
- High-level technical support
- Troubleshooting customer environments
- Develop tooling and processes
- Collaborate with internal/external teams
- Knowledge of Cloud Platforms (AWS, Azure, GCP, OpenStack)
- Problem management and process improvement
Good to have:
- Agile/Lean Development Skills
- CI/CD Tools
- Cloud Automation Tools
- Linux/Unix OS
- Stakeholder Management
11 skills required
Job Details
The Cloud 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 support of internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. Resolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develops tooling and processes to drive and improve customer experience, creates playbooks, and providing mentoring on customer related issues to support teams. 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.
Responsibilities
- Contribute to functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud Function
- Technical point of escalation to the Cloud Support teams; resolving customer issues, working in collaboration with partners across the business, as required
- Contribute to tasks relating to problem management, process improvement, reporting, and customer infrastructure
- Assists in the development of technical training for all Rackers supporting Rackspace Supported Cloud Products
- Contribute to Workload/Workforce Management and Optimization related tasks
- Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
- Collaborate and share knowledge with other Engineers and Administrators on the support floor
Skills & Knowledge Requirements
- Entry Level knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
- Entry Level understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux
- Agile/Lean Development Skills
- Artifact Manager/Repository Tools
- CI/CD Tools
- Cloud Automation Tools
- Cloud Computing
- Computer Networking
- Container Platform Tools
- Linux/Unix OS
- Network Compliance/Security
- Product/Technical Project Management
- Software Development Tools
- Stakeholder Management (external/internal)
- Technical Troubleshooting
- Virtual Machine Tools
- Bachelor's Degree required, preferably in field related to role
- Requires an Associate Level Certifications in one or more cloud platforms/products
#LI-JB2
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