A Block Storage Engineer is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers.
As a Block Storage Engineer, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Block Storage Engineer applies best practices and problem-solving techniques to identify the source of problems; while simultaneously keeping the customer informed. A Block Storage Engineer maintains, diagnoses, and administers a customer’s environment on various platforms. A Block Storage Engineer is expected to use initiative and advise the customer on potential issues they may experience, to better serve the stability and security of the customer’s environment.
A Block Storage Engineer creates and maintains customer loyalty by serving customers above and beyond their expectations, and will exercise ethical judgment in decision making in order to routinely deliver FANATICAL customer support.
Key Performance Indicators
On a daily basis, a Block Storage Engineer, will come in contact with various team members, other departments within the company and various customers through our phone and ticketing system. This contact will allow the engineer to resolve customer issues and get feedback on solving customer issues while supporting other engineers & admins through knowledge sharing and team work in order to better drive issue resolution, take an active role in process change and contribute to the success of the business.
Additionally, a Block Storage Engineer will come in contact with company vendors on an as needed basis to manage aspects of Product Life Cycle, as well as to escalate complex issues.
Level-appropriate knowledge of and/or professional experience with: