Job Description
The Fanatical Support for AWS team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.
As the #1 Managed Cloud Company, Rackspace is hiring AWS Cloud Administrators 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 technical expertise, you will help customers maintain their application stability and assist with rapid changes using native AWS and 3rd party tools.
Through a hands-on approach, you will be responsible for supporting customers with tasks including: responding to application and infrastructure down time alerts, performing environment and OS changes, and interacting with customers via tickets and phones.
Skills
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 AWS Products & Services, Scaling, Load Balancing, CDNs, Networking etc
- Intermediate working knowledge of Windows or Linux operating systems – experience with supporting and troubleshooting stability and performance issues
- Working knowledge of AWS, good hands-on with Compute, Networking, Storage services.
- Intermediate understanding of design of native Cloud applications, Cloud application design patterns and practices
Job Requirements
Experience: 3-5years in AWS
Key Accountabilities
- Maintain stability of AWS Cloud environments
- Respond to customer support requests via tickets and phone calls within response time SLAs
- Working on L2 level of Incidents raised by customers or created thru automation/monitoring.
- Troubleshoot performance degradation or loss of service as time critical incidents
- Ownership of issues, including collaboration with other teams and escalation
- Support the success and development of others in the team
Key Performance Indicators
- Customer Satisfaction scores - NPS
- Performance indicators – Ticket queues, response times, first time fix
- Quality indicators – Peer review, customer feedback
Person Specification
- Technical achiever with a strong work ethic, creative, collaborative, team player
- An intermediate background in AWS demonstrative hosting-specific technical skills:
- Compute and Networking
- Administration and Security
- At least one AWS industry standard certification (Associate, Professional, or Specialty)
- 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
About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world's leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace Technology
Though we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.
