• AWS Linux Cloud Engineer - First and/or After hour Shift

    Location(s) US-TX-San Antonio
    Req #
    AWS, System Administration / Engineering
  • Overview & Responsibilities

    The Fanatical Support for AWS team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.  Candidate must obtain AWS Certified Solutions Architect - Associate certification within 30 days of hire.


    As the #1 Managed Cloud Company, Rackspace is hiring AWS DevOps 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 optimize their workloads by providing application focused assistance to build, deploy, integrate, scale and heal using native AWS and 3rd party tool-chains and automation oriented agile principles.


    Through both hands-on and consultative approaches, you will be responsible for supporting customers with tasks including provisioning and modifying Cloud environments, performing upgrades, and addressing day-to-day customer issues via phone and tickets, from the infrastructure right down to the OS.


    At Rackspace we pride ourselves on our ability to deliver fanatical support - this means our support team blends technical expertise and strong customer oriented professional skills.  Being successful in this role requires:


    • 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 Windows or Linux operating systems – 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


    Key Performance Indicators


    • Customer Satisfaction scores - NPS
    • Performance indicators – Ticket queues, response times, first time fix
    • Quality indicators – Peer review, customer feedback





    • Efficient in Linux Administration
    • Technical achiever with a strong work ethic, creative, collaborative, team player
    • A strong background in AWS and/or demonstrative hosting-specific technical skills:Compute and Networking
    • Storage and Content Delivery
    • Database
    • Administration and Security
    • Deployment and Management
    • Application Services
    • Analytics
    • Mobile Services
    • CloudFormation
    • At least one AWS Certification
    • Strong communications skills, written and verbal
    • Passion for technology and desire to learn
    • Ability to prioritize under pressure
    • Sound problem solving ability
    • Strong documentation skills
    • Process improvement – identification & solution
    • Educated to degree level or equivalent is an advantage
    • Potential to work weekends and flexible hours