Linux Support Engineer II (R-3609)

Job Family SummaryThe 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 retirementCritical 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 priorKey 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 SpecificationKnowledge• Strong knowledge of Linux and/or 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:o Windows: Server Failover Clustering, Active Directory, IISo Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP, RHCS• Proficient knowledge of Database Servers:o Windows: MSSQLo 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 marketSkills• 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 plusEducationRequired• 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.Certifications• Desired:o MCSE for Windows specializationo RHCE (or LPI/LFC equivalent) for Linux specializationExperienceRequired• 7+ years of experience in OS Systems Engineering and AdministrationPhysical Demands• General office environment: no special physical demands required• May require long periods sitting and viewing a computer monitor• May require work on non-traditional shifts• Flexible for night shiftsAbout 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.