Job Family Summary

The Support Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. Responsible for the engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines
Solves complex problems
Works independently, receives minimal guidance
May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives
Acts as a resource for colleagues with less experience
Level at which career may stabilize for many years or until retirement

Critical Competencies

Systems Thinking: Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made
Idea Creation: Designs completely new solutions, methods and products, where nothing existed prior

Key Responsibilities

Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
Lead customer engagements (both technical and non-technical)
Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructure
Mentor and assist Rackers across the OS Function
Provide exceptional customer support via the phone, and ticketing systems
Collaborate and share knowledge with other Engineers and Administrators on the support floor
Acting as an escalation point that encourages others in problem solving
Ensure adherence to customer & SLA commitments for self and team
Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing with the autonomy and ability to suggest and implement changes to customer solutions and can impact process change and continued improvement
Ability to apply fundamental knowledge to solve complex customer issues
Help ensure adoption of policy, standards, and procedures on the team, holding team members accountable to high work standards and work performed
Participate in most complex ticket escalations
Owns customer issues until resolution with limited transfer of ownership (high closure rate)

Person Specification

Knowledge

Strong knowledge of Windows Server Operating Systems.
Strong knowledge of server hardware, networking, backup, and storage solutions
Strong knowledge of designing, implementing, analyzing, and troubleshooting highly available systems
Strong understanding of services and protocols commonly used in hosting environments including but not limited to web servers, database servers, mail servers, name servers such as:
Windows: Server Failover Clustering, Active Directory, IIS
Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP, RHCS
Proficient knowledge of Database Servers:
Windows: MSSQL
Linux: MySQL, MariaDB, Percona
Proficient knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)
Proficient knowledge of Cloud Platform Products (Azure/AWS/GCP)
Basic knowledge of Project Management methodologies
Proficient knowledge in the application of current and emerging network software and hardware technology and protocols
Intermediate scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go
Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines
Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

Skills

Passionate about technology and has a desire to constantly expand technical knowledge
Detail-oriented in documenting information and able to own customer issues through resolution
Able to handle multiple tasks and prioritize work under pressure
Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
Strong written and verbal communication skills, both highly technical and non-technical
Fluency in multiple languages is a plus

Education

Required
Bachelor’s degree in Computer Science, Management Information Systems, or a related technical field
At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.

Experience

Required
5 - 7 years of experience in OS Systems Engineering and Administration