A passion for virtualization technology and open cloud standards. Ability to create and maintain customer loyalty by serving customers above and beyond their expectations. Strong attention to detail. Motivated self-starter, who demonstrates good focus on completion. Able to multi-task and remain effective under pressure. Proven strong verbal and written communication skills, with colleagues and customers. Intermediate to expert knowledge of TCP/IP, VLAN, Bridging, routing, firewalls, DNS and load balancers. Intermediate to Expert working knowledge of hypervisor configuration (KVM, XenServer, etc), Mitaka/Neuton, Nova, Cinder, Glance, Keystone, Swift, Ironic, Storage protocols (NFS, iSCSI, FC), and virtual networking and storage configuration, MySQL, Python, and IP Tables.
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.
JOB COMPLEXITY: Is an ambassador for RPC through their participation in OpenStack conventions, conferences, meetups, etc. Is comfortable presenting at Summits, delivering customer experiences, best practices, and an expert overview of the open infrastructure landscape with the largest audiences. Continually evolves the Dedicated Architect role, driving the position forward and sets the bar for others within the role. Is comfortable supporting any RPC customer regardless of spend, logo, or technical requirement. Serves as a customer’s most trusted consultant on their cloud journey and is able to speak with authority to any individual within the customer’s organization from primary technical resources to C-level contacts. Leverages executive alignment between Rackspace and their assigned customers to ensure that our commitment for their long-term growth is a partnership that reaches upwards within both organizations. Deploys, maintains, and upgrades the customer’s OpenStack infrastructure ensuring a smooth operational experience for their assigned base. Responds to support requests and co-ordinates Rackspace/Customer support teams where appropriate within both tickets and phones. Serves as an on-call emergency escalation support resource 24/7. Ensure appropriate technical documentation is in place for customer solutions (to include Runbooks, Network diagrams, and Environment diagrams). Participates in RPC product feedback discussions and initiatives, helps to define the Rackspace OpenStack offering and steers the organization towards best-practices. Pro-actively seeks opportunities to review solution architecture then puts forward and implements proposals for improvement. Supports the Account Development Manager in customer projects. Actively mentors and assists in the development of the RPC Support staff, provides customer specific training and documentation surrounding their base and the technology used. Identifies opportunities to both productize and monetize their RPC skillset when gaps exist in our portfolio which we may already be actively fulfilling though one-off customer implementations. Drives the development of the RPC Support model, providing insight and leadership which helps define the nature of support. Participates in RPC product feedback discussions and initiatives, refines Rackspace’s OpenStack roadmap and steers the organization resulting in successes for our business.
Mexico City, Mexico City, MX Guadalajara, Jalisco, MX