• Windows Application Support Engineer - After hours

    Location(s) US-Remote
    Req #
    System Administration / Engineering
  • 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

    An Application Support Engineer is a specialist in large-scale, complex, and distributed web infrastructure that engages in direct customer communications regarding the availability, scalability, reliability, and performance of their applications.


    As an Application Support Engineer you will work with decision makers, developers, system administrators, and systems integrators on a daily basis, acting as the conduit between those who write the customer’s code and the infrastructure teams at Rackspace. The Application Support Engineer utilizes Application Performance Management (APM) tools along with knowledge of application development, frameworks, and web application architecture to proactively identify performance issues and likely points of failure as well as to resolve critical application-level issues impacting availability. These skills, paired with an understanding of customer growth and traffic patterns, enable the Application Support Engineer to develop, propose, test, and implement solutions for the infrastructure and application framework that will ensure maximum performance and uptime of customer applications.


    The Application Support Engineer takes on the additional responsibility of acting as an application support subject matter expert with Rackspace. This translates to frequent involvement in representing the Critical Application Services team in meetings with product, finance, marketing, and other internal departments. This role also serves as an escalation point on the team for difficult or highly complex issues that exceed the technical ability of other Application Support Engineers.


    An Application Support Engineer builds customer loyalty through extensive knowledge in application and infrastructure performance tuning, and works with internal teams to deliver a consistent and FANATICAL customer experience.



    Key Accountabilities

    • Required scheculd is Friday, Saturday, and Sunday (3 x 12, 9pm – 9am).   
    • Support in tuning applications and infrastructure
    • Design, develop, test, and implement new configurations, architectures, and standards
    • Provide guidance, to customers, 3rd party integration specialists, and/or internal teams, on solutions to increase application availability, redundancy, scalability, and performance
    • Assist customers and internal teams to automate processes and incorporate devops methodologies
    • Provide leadership and guidance when customer application-level downtime issues arise and provide RCA support as requested.
    • Show ownership of issues through resolution and maintain customer loyalty by serving customers via phone, tickets, and email


    Key Performance Indicators


    • Customer/Internal Feedback (delivered via Unsat Ratings and/or email & phone)
    • Stability and performance of customer applications, as relates to customer uptime, using internal monitoring tools
    • Customer retention and growth as a result of consistently delivering high levels of service & support around customer application stability.