• Linux Enterprise Support Architect (REMOTE)

    Location(s) US-TX-San Antonio | US-TX-Austin | US-VA-Blacksburg | US-NJ-Jersey City | US-Remote
    Req #
    39633
    Category
    Customer Relationship & Support, System Administration / Engineering
  • Overview & Responsibilities

    Rackspace is seeking a Linux Enterprise Support Architect to join our team full time in one of our offices or Remote Work from Home in the USA for exceptional candidates.

     

    PRIMARY RESPONSIBILITY: 

    • Serves as a key element within the Rackspace support infrastructure and has ownership of technical support for a designated customer base. 
    • Provides consulting service to customers on building, maintaining, and upgrading systems to meet customer needs. 
    • Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way.  
    • Analyzes customer configurations, uses initiative and advises on potential pitfalls that a customer may experience using existing or planned methods and suggests alternatives that may better serve the stability of the customer’s solution. 
    • Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.  
    • Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues. 
    • This role may be on call 24x7x365 and is the premier role of Fanatical Support.

    JOB COMPLEXITY:

    • Acts as a SME for specialized technologies, and is viewed as a valuable resource on the support floor. 
    • Identifies and executes technical projects to improve the technical support function at Rackspace. 
    • Owns the technical support for the customer base; tracks issues, ensures resolution at the appropriate level. 
    • Ensures customers receive a Fanatical Support experience. 
    • Understands customer configurations and analyzes strengths, weaknesses, opportunities and threats. 
    • Collaborates with customer to proactively address weaknesses and opportunities. 
    • Collaborates with internal and external teams to provide support. 
    • Troubleshoots and resolves system service issues and OS level issues. 
    • Receives and resolves issues escalated from lower level admins. 
    • Creates and maintains customer loyalty by serving customers above an beyond their expectations. 
    • Mentors and coaches Rackers on the technical support floor. 
    • Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc.
    • Receives escalations from others. 
    • Mentors and coaches individual contributors.

    Qualifications

    EXPERIENCE/EDUCATION:

    • Requires a Bachelor’s degree, preferably in Computer Science, Engineering, or related field, AND 10 years system administration experience requiring expert level OS knowledge and advanced knowledge of Apache, MySQL, PhP; including a minimum of 2+ years web hosting experience. 
    • Experience requiring a strong knowledge of storage clustering. 
    • Familiarity with Rackspace tools, systems and infrastructure.  Linux+, RHCSA, and RHCE certifications preferred. 
    • A high school diploma and 12 years of additional relevant experience may substitute for the degree requirement.
    • May require domestic travel to customer sites, conferences and education; less than 15%.
    • On Call 24/7.

    KNOWLEDGE/SKILLS/ABILITY:

    • Advanced knowledge of servers/computer hardware and software. 
    • Strong knowledge of DNS, including diagnostics with UNIX tools. 
    • Expert working knowledge of Linux OS. 
    • Expert knowledge of network fundamentals.  
    • Advanced knowledge of relevant web services, mail, MBU, Linux and monitoring applications.  
    • Advanced knowledge of MySQL.  
    • Drive to continually expand knowledge in the areas of new technological developments and trends.  
    • Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions. 
    • Solid problem-solving abilities coupled with a desire to take on responsibility. 
    • Strong written and verbal communications skills, bi-lingual skills a plus. 
    • Strong presentation skills. 
    • Ability to develop and maintain relationships with key external stakeholders at various business levels.

    NICE TO HAVE SKILLS:

    • Experience with Aspera, IBM's data transfer product. 
    • Willing to learn the Aspera product and provide Aspera support to large Enterprise Customers.
    • Experience with AWS, Azure, OpenStack, and/or Google Cloud. 
    • Experience with Change Management. 
    • Experience working with a Global Team.