Rackspace AWS Cloud Engineer in Hayes, United Kingdom

Job Overview

Overview & Responsibilities


As the #1 Managed Cloud Company, Rackspace is hiring AWS Operations Engineers 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 deep technical expertise, you will help customers optimise their workloads by providing application focused assistance in build, deploy, integrate, scale and heal using native AWS and 3 rd party tool-chains and automation oriented agile principles.

In addition to advice and guidance, in this role you help differentiate Fanatical Support, through hands-on assistance with these common automation integration tool chains that help solve common run time issues with patching, monitoring, backups, virtual machines, operating systems and common applications. You will look for opportunities to help customers integrate their applications with AWS, from application development, through to deployment and hosting.

Initially part of the role will also include assisting the DevOps Automation Engineers with supporting the Windows customer base during the DevOps transition to Professional Services.

With the support of other Rackspace implementation, technical and delivery specialist roles, you will work to provide a seamless Managed Cloud experience, going above-and-beyond to exceed your customer’s expectations, and preserve the unique service experience Rackspace provides.

You will be responsible for supporting customers with infrastructure tasks including provisioning Cloud environments (Server, Networking and Storage), performing upgrades, and addressing day-to-day customer issues via phone and



Strong demonstrable experience and skills in the following areas are either mandatory or beneficial.


  • Working knowledge of Amazon Web Services Products & Services

  • Excellent working knowledge of Windows operating systems including PowerShell scripting, experience of supporting and troubleshooting issues and performance

  • Intermediate understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing

  • Good understanding of Design of native Cloud applications, Cloud application design patterns and practices

  • AWS Technical or Business Professional Accreditation

Desirable but not essential

  • AWS Certified Solutions Architect Associate, AWS Certified Solutions Architect Professional accreditations

  • Certification in AWS (Architecting on AWS, Developing on AWS, Systems Operations on AWS etc.)

  • Good understanding of Windows DSC Automation

  • Good understanding of one or more programing languages

  • Knowledge of application and platform performance analytics tools such as AppDynamics or NewRelic

  • Knowledge of hybrid Cloud technologies.


  • Ability to build a strong rapport with customer and internal support teams in a Managed services environment

  • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy

  • Willingness to research and self-study to keep technical skills relevant

  • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise

  • 2+ years of IT experience in hosting infrastructure and applications

  • Bachelor’s degree in computer science or engineering related field or equivalent work experience


Key Accountabilities

  • Build, operate and support AWS Cloud environments

  • Respond to customer support requests via tickets and phone calls within response time SLAs

  • Ticket Queue Management and Ticket triaging – escalating to senior engineers when required & handing over ongoing issues to 24x7 shifts

  • Troubleshoot performance degradation or loss of service as time critical incidents

  • Assist customers in the configuration of backup, patching and monitoring of servers and services

  • Build customer solutions, leveraging automation and delivery mechanisms for efficiency and scalability

  • Drive strong customer satisfaction (NPS) through Fanatical Support

  • Ownership of issues, including collaboration with other teams and escalation

  • Support the success and development of others in the team



Req # 34689

Location(s) UK-Greater London-Hayes

Category AWS