• FAWS Cloud Engineer

    Location(s) NL-Remote
    Req #
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!


    More on Rackspace


    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.




    Overview & Responsibilities


    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.


    Role accountabilities:

    • 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
    • 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 escalations



    • 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
    • Previous IT experience needed in hosting infrastructure and applications
    • Bachelor’s degree in computer science or engineering related field or equivalent work experience