AWS Cloud Engineer II - R-21391

Rackspace Technology; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Join a dynamic team delivering exceptional support for AWS cloud environments. This role emphasizes collaboration, technical expertise, and a customer-first approach. You'll work hands-on with AWS products, assisting clients in optimizing their cloud workloads while ensuring top-notch service delivery. If you're passionate about technology and eager to make a difference, this position offers a chance to thrive in a supportive and innovative environment. Embrace the opportunity to grow your skills and contribute to customer success in a leading cloud services company.

Qualifications

• Strong background in AWS and hosting-specific technical skills.
• Hands-on experience with CloudFormation and Terraform.

Responsibilities

• Build, operate, and support AWS Cloud environments.
• Assist customers in configuring backups and monitoring services.
• Troubleshoot performance issues during critical incidents.

Skills

Amazon Web Services

Windows Operating System

Linux Operating System

Networking Concepts

CloudFormation

Terraform

Job description

JOB DESCRIPTION:

The Fanatical Support for AWS team provides industry-leading Fanatical Support to Rackspace customers as part of a global team.

Rackspace is hiring AWS Cloud Engineers to deliver Fanatical Support with Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers optimize their workloads by providing application-focused assistance to build, deploy, integrate, scale, and heal using native AWS and third-party tool-chains, following automation-oriented agile principles.

Using both hands-on and consultative approaches, you will support customers with tasks such as provisioning and modifying Cloud environments, performing upgrades, and addressing day-to-day deployment issues via phone and ticket.

At Rackspace, we pride ourselves on delivering a fanatical experience—our support team combines technical expertise with strong customer-oriented professional skills. Success in this role requires:

• Working knowledge of Amazon Web Services products and services, relational and NoSQL databases, caching, object and block storage, scaling, load balancing, CDNs, Terraform, networking, etc.
• Excellent working knowledge of Windows or Linux operating systems, including supporting and troubleshooting issues and performance.
• Intermediate understanding of networking concepts such as VLANs, layer 2/3 routing, access lists, and load balancing.
• Good understanding of native cloud application design patterns and practices.
• Hands-on experience with CloudFormation and/or Terraform.

JOB REQUIREMENTS:

Key Accountabilities

• Build, operate, and support AWS Cloud environments.
• Assist customers in configuring backups, patching, and monitoring servers and services.
• Build customer solutions leveraging automation and delivery mechanisms for efficiency and scalability.
• Respond to support requests via tickets and phone calls within SLAs.
• Manage and triage ticket queues, escalating to senior engineers when necessary.
• Troubleshoot performance issues or service outages during critical incidents.
• Drive customer satisfaction (NPS) through Fanatical Support.
• Take ownership of issues, collaborating with other teams and escalating when needed.
• Support the development and success of team members.

Key Performance Indicators:

• Customer Satisfaction scores (NPS)
• Speed to online—meeting delivery times
• Ticket queue management, response times
• Peer reviews and customer feedback

PERSON SPECIFICATION:

• Technical achiever with a strong work ethic, creative, collaborative, and a team player.
• Strong background in AWS and hosting-specific technical skills, including:
• Compute and Networking
• Storage and Content Delivery
• Database
• Administration and Security
• Deployment and Management
• Application Services
• Analytics
• Mobile Services
• CloudFormation/Terraform