Trainee Cloud Engineer

The Cloud 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 support of internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. Resolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develops tooling and processes to drive and improve customer experience, creates playbooks, and providing mentoring on customer related issues to support teams. 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.

1. Contribute to functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Cloud Function
2. Technical point of escalation to the Cloud Support teams; resolving customer issues, working in collaboration with partners across the business, as required
3. Contribute to tasks relating to problem management, process improvement, reporting, and customer infrastructure
4. Assists in the development of technical training for all Rackers supporting Rackspace Supported Cloud Products
5. Contribute to Workload/Workforce Management and Optimization related tasks
6. Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
7. Collaborate and share knowledge with other Engineers and Administrators on the support floor

1. Entry Level knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
2. Entry Level understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux
3. Agile/Lean Development Skills
4. Artifact Manager/Repository Tools
5. CI/CD Tools
6. Cloud Automation Tools
7. Cloud Computing
8. Computer Networking
9. Container Platform Tools
10. Linux/Unix OS
11. Network Compliance/Security
12. Product/Technical Project Management
13. Software Development Tools
14. Stakeholder Management (external/internal)
15. Technical Troubleshooting
16. Virtual Machine Tools
17. Bachelor's Degree required, preferably in field related to role
18. Requires an Associate Level Certifications in one or more cloud platforms/products