Rackspace Linux Enterprise Support Architect (REMOTE) in Jersey City, New Jersey

Overview & Responsibilities

Rackspace is seeking a Linux Enterprise Support Architect to join our team full time in one of our offices or Remote Work from Home in the USA for exceptional candidates.

PRIMARY RESPONSIBILITY:

  • Serves as a key element within the Rackspace support infrastructure and has ownership of technical support for a designated customer base.

  • Provides consulting service to customers on building, maintaining, and upgrading systems to meet customer needs.

  • 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.

  • Analyzes customer configurations, 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.

  • This role may be on call 24x7x365 and is the premier role of Fanatical Support.

JOB COMPLEXITY:

  • Acts as a SME for specialized technologies, and is viewed as a valuable resource on the support floor.

  • Identifies and executes technical projects to improve the technical support function at Rackspace.

  • Owns the technical support for the customer base; tracks issues, ensures resolution at the appropriate level.

  • Ensures customers receive a Fanatical Support experience.

  • Understands customer configurations and analyzes strengths, weaknesses, opportunities and threats.

  • Collaborates with customer to proactively address weaknesses and opportunities.

  • Collaborates with internal and external teams to provide support.

  • Troubleshoots and resolves system service issues and OS level issues.

  • Receives and resolves issues escalated from lower level admins.

  • Creates and maintains customer loyalty by serving customers above an beyond their expectations.

  • Mentors and coaches Rackers on the technical support floor.

  • 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.

  • Receives escalations from others.

  • Mentors and coaches individual contributors.

Qualifications

EXPERIENCE/EDUCATION:

  • Requires a Bachelor’s degree, preferably in Computer Science, Engineering, or related field, AND 10 years system administration experience requiring expert level OS knowledge and advanced knowledge of Apache, MySQL, PhP; including a minimum of 2+ years web hosting experience.

  • Experience requiring a strong knowledge of storage clustering.

  • Familiarity with Rackspace tools, systems and infrastructure. Linux+, RHCSA, and RHCE certifications preferred.

  • A high school diploma and 12 years of additional relevant experience may substitute for the degree requirement.

  • May require domestic travel to customer sites, conferences and education; less than 15%.

  • On Call 24/7.

KNOWLEDGE/SKILLS/ABILITY:

  • Advanced knowledge of servers/computer hardware and software.

  • Strong knowledge of DNS, including diagnostics with UNIX tools.

  • Expert working knowledge of Linux OS.

  • Expert knowledge of network fundamentals.

  • Advanced knowledge of relevant web services, mail, MBU, Linux and monitoring applications.

  • Advanced knowledge of MySQL.

  • Drive to continually expand knowledge in the areas of new technological developments and trends.

  • Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions.

  • Solid problem-solving abilities coupled with a desire to take on responsibility.

  • Strong written and verbal communications skills, bi-lingual skills a plus.

  • Strong presentation skills.

  • Ability to develop and maintain relationships with key external stakeholders at various business levels.

NICE TO HAVE SKILLS:

  • Experience with Aspera, IBM's data transfer product.

  • Willing to learn the Aspera product and provide Aspera support to large Enterprise Customers.

  • Experience with AWS, Azure, OpenStack, and/or Google Cloud.

  • Experience with Change Management.

  • Experience working with a Global Team.

  • PCI, SOC, SOX are nice to have skills

  • PCI-DSS = Payment Card Industry - Data Security Standard

  • CIS - Computer Information Security - Server Hardening Standards

  • Information Security

  • Configuration Hardening and Management, Windows Group Policy, Security Compliance and Governance, Security Architecture and Design, Threat Modeling, Centralized Identity Management, Role Base Access Controls, Multi Factor Authentication, Vulnerability Remediation and Management, Filesystem Level Encryption, SELinux Administration, Network Security Segmentation, SSL Encryption, Azure Active Directory and Domain Services, Azure Network Security Groups, Advanced Firewall Management, File Integrity Monitoring, CIS Benchmarks, PCI-DSS/NIST/STIG Frameworks, Security Information and Event Management

Req # 39633

Category Customer Relationship & Support, System Administration / Engineering