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Cloud Engineer

Cloud Engineer

Req # 
UK-Greater London-Hayes
Microsoft Private Cloud

Job Overview

Overview & Responsibilities

JOB TITLE: AWS Cloud Engineer


FUNCTION: Onboarding and Support                              REPORTS INTO: AWS Support Manager





As the #1 Managed Cloud Company, Rackspace is hiring AWS Operations Engineers to deliver Fanatical Support with Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers make the most out of their chosen hosting strategy. Using your deep technical expertise, you will help customers optimise their workloads by providing application focused assistance in build, deploy, integrate, scale and heal using native AWS and 3rd party tool-chains and automation oriented agile principles.


With the support of other Rackspace implementation, technical and delivery specialist roles, you will work to provide a seamless Managed Cloud experience, going above-and-beyond to exceed your customer’s expectations, and preserve the unique service experience Rackspace provides. You will look for opportunities to help customers integrate their applications with AWS, from application development, through to deployment and hosting.


You will be responsible for onboarding and supporting customers across the entire AWS portfolio, including provisioning Cloud environments, performing upgrades, and addressing day-to-day customer issues via phone and tickets.




Strong demonstrable experience and skills in the following areas are either mandatory or beneficial.




  • Working knowledge of Amazon Web Services Products & Services, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc
  • Excellent working knowledge of the Windows or Linux operating systems (RHEL, CentOS and Ubuntu) or strong Networking skills. PowerShell / Shell scripting, experience of supporting and troubleshooting issues and performance.
  • Intermediate understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing
  • Good understanding of Design of native Cloud applications, Cloud application design patterns and practices
  • AWS Associate level certification

Desirable but not essential


  • Good understanding of one or more programming languages
  • Good understanding of DevOps practices and methods – Agile & Lean Development, CI/CD pipelines, Jenkins, Automation etc
  • Knowledge of hybrid Cloud technologies.


Key Accountabilities


  • Build, operate and support AWS Cloud environments
  • Respond to customer support requests via tickets and phone calls within response time SLAs
  • Ticket Queue Management and Ticket triaging – escalating to senior engineers when required & handing over ongoing issues to 24x7 shifts
  • Troubleshoot performance degradation or loss of service as time critical incidents
  • Assist customers in the configuration of backup, patching and monitoring of servers and services
  • Build customer solutions, leveraging automation and delivery mechanisms for efficiency and scalability


    • Drive strong customer satisfaction (NPS) through Fanatical Support
    • Ownership of issues, including collaboration with other teams and escalation
  • Support the success and development of others in the team





  • Ability to build a strong rapport with customer and internal support teams in a Managed services environment
  • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy
  • Willingness to research and self-study to keep technical skills relevant
  • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise
  • 2+ years of IT experience in hosting infrastructure and applications
  • Bachelor’s degree in computer science or engineering related field or equivalent work experienceKey Performance Indicators
  • Customer Satisfaction scores - NPS
  • Performance indicators – Ticket queues, response times, first time fix
  • Quality indicators – Peer review, customer feedback




Financial (budget, delegated authority etc.)

Non –Financial (number of staff, number of sites)


Direct reports: 0


Location: Based at UK Head Office, some national and international travel may be required.


MAIN CONTACTS (external/internal):


Team Members & Customers


Supporting customers and peers with Technical support and guidance.   Attending team huddles and meetings, and contributing to the performance and success of the AWS support team.

Other departments

(EMEA & Other)

As required

Interfacing with other internal teams.   Owning issues on behalf of the customer, and coordinating and collaborating with internal resources to drive excellent customer outcomes.

Management & Senior Leadership

As required

Escalating customer issues or process failure where relevant.   Working with direct line managers for self-development and the benefit of the team.