Support internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. First point of contact for handling customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develop tooling and processes to drive and improve customer experience, create playbooks, and provide mentoring on customer related issues to lower level Cloud Engineers and support. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Collaborates with Product Architects, Offering Management and Service Delivery to design, enhance or optimize and validate reference architectures for private cloud offerings, based on the open source technologies such as OpenStack, Kubernetes, Prometheus, etc….
Creates proofs of concept for validation, as necessary, to ensure that product features are well integrated for an awesome experience.
Ensures that the supported reference architectures are sufficiently and efficiently integrated with Rackspace’s foundation services (device inventories, network management, fleet management, monitoring, etc…) and are manageable and supportable.
Collaborates with appropriate Rackspace teams to gather requirements and ensure that detailed specifications for the reference architectures have been identified.
Evaluates available technologies for possible integration to enhance the offerings, as envisioned by Offering Management.
Ensures that Rackspace’s private cloud management infrastructure is continually enhanced with modern architectural design, to enable efficient, effective and economical management of our customers’ private clouds. Ensures that the private cloud management infrastructure and the supported reference architectures adhere to Rackspace’s security and compliance framework.
Automates all necessary tasks with code, following modern software development best practices. Assists Service Delivery with troubleshooting difficult deployment and operational issues. Work to ensure that issues are automated away. Participates in engineering escalations, postmortems and root cause analysis. Communicates and write wiki articles to effectively convey and document complex technical concepts and processes, as necessary.