Cloud Engineer Iv

4 days ago

مصر, Egypt Rackspace Full time

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

**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**:

- Other Incidental tasks related to the job, as necessary.
- Technical point of escalation to the Cloud Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
- Lead cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Organization
- Advise leadership in setting and executing technological strategy to ensure Rackspace remain head of industry
- Proactively assess, propose, and implement enhancements to system architecture, problem management, fleet management, process improvement, reporting, product integration and customer infrastructure
- Lead Workload/Workforce Management and Optimization related tasks
- Review technical training for all Rackers supporting Rackspace Supported Cloud Products
- Coach, mentor and assists Rackers across the business
- 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
- Collaborate and share knowledge with other Engineers on the support floor

**Knowledge**:

- Advanced knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
- Advanced skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java
- Advanced skills with git and git workflows
- Advanced skills in leveraging CI and CD tools to automate testing and deployment
- Advanced knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
- Broad knowledge of the following with deep knowledge of some: PHP, Python, Ruby, Javascript, Memcached, LAMP, nginx, node.js, nosql, Varnish
- Strong web programming and scripting ability
- Strong knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
- Strong automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
- Strong knowledge of software development methodologies including code profiling, regression testing, and continuous integration Strong knowledge of Project Management methodologies
- Strong understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database services
- **VMWare Platform**:

- Strong knowledge of the vSphere platform
- Proficient networking and NSX administration skills
- Proficient working knowledge of fibre channel SANS, NFS and vSAN
- Proficient knowledge of vROPS/vRLI
- Proficient working knowledge of HP/DELL Server hardware platforms
- Proficient knowledge/troubleshooting of Disaster Recovery technologies (e.g. ZERTO, SRM)
- **Hyper-V Platform**:

- Strong knowledge of the Hyper-V platform
- Proficient networking skills
- Proficient working knowledge of fibre channel SANS, NFS, vSAN, DAS, SMB, and Storage Spaces Direct
- Proficient knowledge of vROPS
- Proficient working knowledge of HP/DELL Server hardware platforms
- Proficient knowledge/troubleshooting of Disaster Recovery technologies (e.g. Hyper-V Replication)
- Requires specialized depth

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