• Senior Service Delivery Engineer (REMOTE)

    Location(s) US-TX-San Antonio | US-TX-Austin | US-Remote | US-VA-Blacksburg | US-NJ-Jersey City
    Req #
    Customer Relationship & Support, System Administration / Engineering
  • Overview & Responsibilities

    Rackspace is seeking a Senior Service Delivery Engineer to join our team full time in San Antonio or Remote Work From Home in the USA.  



    • Supports Professional Services engagements with ‘engineering muscle’ to help customers design systems that are purpose-built and well suited to their target infrastructure. 
    • Responsible for implementing technical solutions, customer migrations (relocations, colocations, consolidations, cloud migrations), and data center modernizations as outlined in the Statement of Work. 
    • Seeks to build and document reusable, repeatable toolsets, components and modules for future use with other clients
    • Serves as the lead engineer on complex projects.


    • Implement migration solutions as defined by SOWs and migration plans. 
    • Monitor, log and test customer configurations for performance and stability. 
    • Coordinates and consults with SAs and Sales teams to further streamline and detail out the build, deploy and management process for scoping and design of new and updated systems being deployed into the Rackspace ecosystem or other ecosystems. 
    • Proactively identify potential issues and work through resolution with internal and external stakeholders. 
    • Troubleshoot issues, perform root cause analysis and performance tuning. 
    • Implement new technologies in customer environments, including upgrades, virtualization projects, and advanced infrastructure projects. 
    • Perform network analysis for client networks, identify deficiencies, recommend and implement improvements for stabilization. 
    • Generate and maintain configuration documents for all client production networks and systems. 
    • Works with external customers, internal support and build teams to determine how best to leverage tools and techniques involving infrastructure as code, configuration management and other DevOps-type techniques to improve delivery quality, speed and experience. 
    • Network with key contacts and stakeholders internally and externally. 
    • Serve as a technical advisor for support and customers alike. 
    • Actively take ownership to address issues and solve problems. 
    • Serve as a lead to other engineers. 
    • Develop and implement best practices for team processes.



    • High school diploma or equivalent required. 
    • Associate’s degree in technical field preferred. 
    • 7 - 9 years of relevant technical engineering experience required, including a minimum of 4 years of engineering experience in migration, implementation, and production management. 
    • OS certifications and Rackspace Cloud Savvy/Smart certification strongly preferred.
    • Domestic travel required, up to 50%.


    • Expert knowledge of OS technologies for customer configuration: Windows, RedHat, CentOS, Ubuntu, etc
    • Deep knowledge of IaaS one or more platform(s) - AWS, Azure, Google, VMWare. 
    • Strong or deep knowledge with one or more configuration management tools.  
    • Strong understanding of infrastructure automation tooling (terraform, cloud formation, etc.).
    • Strong understanding of application deployment/configuration processes. 
    • Deomonstrated success handling large scale, multi-tenant systems—ideally in a setting with many multiple customers with multi-tenant systems.  
    • Strong capabilities in developing infrastructure, configuration and deployment automation at large scale/high complexity.  
    • Demonstrated skillset managing, diagnosing and debugging matrixed problems across multiple disciplines (app, infrastructure, db, etc.). 
    • Understanding and ability to articulate nuances between common technologies leveraged in Automation/DevOps world such as Configuration Management: Ansible vs. Puppet vs. Chef vs. Saltstack, etc. or AWS vs. Azure vs. Google vs. VMWare, etc. 
    • Ability to talk through and guide others at a strong level of depth on how to build out a module/cookbook/role in the configuration management tool of choice, including requirements/scope, parameterization, code structure, testing, and deployment usage within a larger set of modules. 
    • Understands the link between a customer’s technical environment and their business demands. 
    • Ability to manage through difficult situations internally and with external customers. 
    • Excellent interpersonal, written, and verbal communication skills. 
    • Ability to communicate technical info and ideas so others will understand. 
    • Strong problem solving and negotiation skills. 
    • Ability to work collaboratively with customers and all functional team members. 
    • Ability to successfully work and promote inclusiveness in small groups.
    • Advanced Java and Python skills for scripting and automating migration processes. 
    • Strong knowledge of object oriented programming. 
    • Strong knowledge of web services. 
    • Thorough working knowledge of the DNS resolution process including DNS tools and migration.  
    • Thorough working knowledge of common networking gear, e.g., switches, firewalls, segmentation, default ports for common protocols (HTTP, HTTPS, etc.), and subnetting. 
    • Thorough understanding of Health Check options (TCP, HEAD, GET), and how to suspend servers and read loadbalancer rules.
    • Basic working knowledge of IDS, LogMon, WAF, and DDoS mitigation. 
    • Thorough working knowledge of SSL offloading and loadbalancing algorithms, with the ability to configure Apache. 
    • Intermediate understanding of the implementation, limitations, and ideal use cases for a hybrid hosting environment.
    • Thorough understanding of RAID types (0,1,5,6,10) and enterprise server hardware. 
    • Thorough understanding of enterprise storage technologies such as SAN/DAS and LUN expansion/migration methods. 
    • Thorough knowledge of the LAMP stack and associated software including but not limited to: Apache (SSL configuration & PHP), Mail, MySQL, Managed Backup (including MySQL backup solutions), FTP, and SSH.  Thorough working knowledge of network troubleshooting using tcpdump. 
    • Advanced NFS skills, including advanced tuning and “poking holes” in firewalls. 
    • Thorough understanding of bash scripting.  Deep understanding of migration processes.