Rackspace AWS Cloud Engineer I-1 in Hayes, United Kingdom

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.

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 tickets. AWS Operations Engineers, build, administer, maintain, and troubleshoot complex application environments deployed on Amazon Web Services.


Key Accountabilities

  • Build, operate and support AWS Cloud environments

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

  • 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



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


  • Excellent working knowledge of Amazon Web Services, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc.

  • Excellent working knowledge of Microsoft Windows and Linux operating systems

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

  • Good working knowledge of Monitoring tools such as AWS CloudWatch and Rackspace Cloud Monitoring

  • Experience with Infrastructure Automation, Configuration Management and Orchestration toolsets such as Ansible, Chef or Puppet

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

  • Working knowledge of one or more programing languages (.Net, C++, Java, Ruby on Rails, Perl, PHP, Python)

  • Web development (SDKs and IDE tool kits)

  • Service Oriented Architectures (SOA)

  • Application Lifecycle Management (ALM)

  • Ability to support customers interfacing Integrated Development Environments with Cloud Infrastructure Desirable

  • 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.)

  • Experience with application and platform performance analytics tools such as AppDynamics or NewRelic

  • Knowledge of hybrid Cloud technologies. Hands on experience with OpenStack, VMware, Hyper-V and Azure

  • Project management qualifications (Prince2)

  • ITIL Foundation or above PERSON SPECIFICATIONS:

  • 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

  • Experience in hosting infrastructure and applications

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

Req # 39716

Category AWS