Job Family SummaryThe 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 SummaryRequires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplinesSolves complex problemsWorks independently, receives minimal guidanceMay lead projects or project steps within a broader project or may have accountability for on-going activities or objectivesActs as a resource for colleagues with less experienceLevel at which career may stabilize for many years or until retirement Critical CompetenciesSystems Thinking: Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are madeIdea Creation: Designs completely new solutions, methods and products, where nothing existed prior Key ResponsibilitiesTechnical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as requiredLead customer engagements (both technical and non-technical)Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructureMentor and assist Rackers across the OS Function Provide exceptional customer support via the phone, and ticketing systemsCollaborate and share knowledge with other Engineers and Administrators on the support floorActing as an escalation point that encourages others in problem solvingEnsure adherence to customer & SLA commitments for self and teamResolve 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 improvementAbility to apply fundamental knowledge to solve complex customer issuesHelp ensure adoption of policy, standards, and procedures on the team, holding team members accountable to high work standards and work performedParticipate in most complex ticket escalationsOwns customer issues until resolution with limited transfer of ownership (high closure rate) Person SpecificationKnowledgeStrong knowledge of Windows Server Operating Systems.Strong knowledge of server hardware, networking, backup, and storage solutionsStrong knowledge of designing, implementing, analyzing, and troubleshooting highly available systemsStrong understanding of services and protocols commonly used in hosting environments including but not limited to web servers, database servers, mail servers, name servers such as:Windows: Server Failover Clustering, Active Directory, IISLinux: Apache, Nginx, NFS, Postfix, Sendmail, FTP, RHCSProficient knowledge of Database Servers:Windows: MSSQLLinux: MySQL, MariaDB, PerconaProficient knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)Proficient knowledge of Cloud Platform Products (Azure/AWS/GCP)Basic knowledge of Project Management methodologiesProficient knowledge in the application of current and emerging network software and hardware technology and protocolsIntermediate scripting competency in one or more of the following languages: PowerShell, Python, PHP, GoRequires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines Has knowledge of best practices and how own area integrated with others; is aware of the competition and the factors that differentiate them in the market
EducationRequiredBachelor’s degree in computer science, Management Information Systems, or a related technical fieldAt 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.ExperienceRequired10+ years of experience in OS Systems Engineering and Administration