Customer Data engineer I - IN (R-3455)

Customer Data Engineer II - USJob Code 207802FLSA Status ExemptWork Location USAFunction Technical SupportCareer Level Code P3Career Level Professional CareerH1-B Qualified Job Level 11 Individual ContributorJob Profile SummaryServes as a key element within the Rackspace support infrastructure and provides an intermediate level of technical support to our customers over the phone, chat and/or via support tickets. Owns moderate to complex customer issues which may take multiple days to resolve fully. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware of every step along the way via the ticketing system. Uses initiative and advises on potential pitfalls that a customer may experience using existing or planned methods and suggests alternatives that may better serve the stability of the customer’s solution. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues. Works with a broad range of technologies- Hadoop, MongoDB and Redis in particular. Documents processes in Wiki’s. Contribute pull requests for code changes. Run maintenances for customers ( on and off hours). Own communications with customers and ensure updates are consistent and accurate- especially during escalations. Build custom scripts or tools to help automate or reduce waste with current processes. Interviews for new support roles.Careel Level Summary• Works autonomously or under minimal supervision and mentorship.Critical CompetenciesKey Responsibilities• Monitors alerts and creates tickets accordingly. Handles level- appropriate customer support requests via phone, chat, and the ticket system. Receives and resolves issues escalated from lower level admins. Escalates support requests according to escalation procedures. Schedules and coordinates level- appropriate maintenance. Troubleshoots and resolves issues. Receives and resolves issues escalated from lower level admins. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc. Ensures feature areas are easy to deploy and maintainable. Consults and troubleshoots different technologies and understands how they interact together (MongoDB, Hadoop, Redis, Elastic, MySQL, etc). Take courses on code- relating to prominent drives in our product range. Tests and approves future product version releases.Key Responsibilities• Monitors alerts and creates tickets accordingly. Handles level- appropriate customer support requests via phone, chat, and the ticket system. Receives and resolves issues escalated from lower level admins. Escalates support requests according to escalation procedures. Schedules and coordinates level- appropriate maintenance. Troubleshoots and resolves issues. Receives and resolves issues escalated from lower level admins. Creates and maintains customer loyalty by serving customers above and beyond their expectations. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc. Ensures feature areas are easy to deploy and maintainable. Consults and troubleshoots different technologies and understands how they interact together (MongoDB, Hadoop, Redis, Elastic, MySQL, etc). Take courses on code- relating to prominent drives in our product range. Tests and approves future product version releases.Knowledge• Tenured Linux knowledge, CentOS/RHEL. Functional virtualization knowledge- KVM, Xen, OpenVZ. Experience in deploying, configuring & optimizing Hadoop. Database Experience- MongoDB, Redis or other NoSQL solutions preferred. In-depth knowledge of bash/shell scripting, and working knowledge in at least one other language, Python & Java. Excellent written communication skills. Prior training or experience installing, configuring & optimizing Hadoop, MongoDB or Redis. Ability to learn new technologies quickly. Advanced knowledge in at least one technology relevant to current assignment. Demonstrates a systematic structured problem solving approach. Advanced working knowledge of most technologies relevant to current assignment. Ability to generalize a specific problem and derive solution for a class of problems.Education• Bachelor’s degree in a technology related field preferred. High school diploma or equivalent requiredExperience• Typically requires 4-6 years of experience in systems or database administration. Requires 2+ years on experience with relevant technologies such as Hadoop, Mongo etcPhysical Demands• General office environment. Moderate levels of stress may occur at times. May require long periods sitting and viewing a computer monitor. No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations. Occasional travel, less than 10%.DisclaimerThe above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.About Rackspace TechnologyWe 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 TechnologyThough 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.