Description:

The Fanatical Support for AWS team provides industry-leading Fanatical Support™ to Rackspace customers as part of a global team.
Rackspace is hiring AWS Cloud Engineers to deliver Fanatical Support with Amazon Web Services.
Fanatical Support for AWS includes a wide range of services and features to help customers optimize their chosen hosting strategy.
Using deep technical expertise, you will assist customers in optimizing their workloads by providing application-focused assistance to build, deploy, integrate, scale, and heal using native AWS and third-party tool-chains and automation-oriented agile principles.
You will be responsible for supporting customers with tasks such as provisioning and modifying Cloud environments, performing upgrades, and addressing day-to-day customer deployment issues via phone and ticket.
The role requires a blend of technical expertise and strong customer-oriented professional skills to deliver a fanatical experience.

Requirements:

A working knowledge of Amazon Web Services Products & Services, including Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Terraform, and Networking.
Excellent working knowledge of Windows or Linux operating systems, with experience in supporting and troubleshooting issues and performance.
An intermediate understanding of central networking concepts such as VLANs, layer 2/3 routing, access lists, and load balancing.
A good understanding of the design of native Cloud applications, including Cloud application design patterns and practices.
Hands-on knowledge using CloudFormation and/or Terraform is required.

The position offers the opportunity to build, operate, and support AWS Cloud environments.
You will assist customers in the configuration of backup, patching, and monitoring of servers and services.
The role allows for building customer solutions that leverage automation and delivery mechanisms for efficiency and scalability.
You will respond to customer support requests via tickets and phone calls within response time SLAs.
The position includes ticket queue management and triaging, with escalation to senior engineers when required.
You will troubleshoot performance degradation or loss of service as time-critical incidents as needed.
The role emphasizes driving strong customer satisfaction (NPS) through Fanatical Support and ownership of issues, including collaboration with other teams and escalation.
You will support the success and development of others in the team.