Social network you want to login/join with:
Client:
Rackspace
Location:
Cardiff, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
9e3d66d11150
Job Views:
5
Posted:
22.03.2025
Expiry Date:
06.05.2025
Job Description:
Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it. We are looking for a Senior Support Engineer or Senior Sysadmin, with strong Linux OS and DevOps background. The Senior Support 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 engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. As part of the role, creating automation in a DevOps mindset, we are looking for fluency in Linux, and ideally some real-world experience of Ansible, Terraform, or Python. Due to the sensitive nature of our customer environments, you will need to undergo SC Clearance.
Key Responsibilities:
1. Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required.
2. Lead customer engagements (both technical and non-technical).
3. Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructure.
4. Provide exceptional customer support via the phone, and ticketing systems.
5. Apply creative problem-solving techniques to identify the source of various problems and keep management aware of every step of the way.
6. Proactively call out potential pitfalls that the product may experience, using existing or planned methods and suggest architectural alternatives that may better serve the stability and security of the solution.
7. Be responsible for solving the platform’s technical issues, which can include OS level, web server, caching, message queuing, database server, applications server, DNS, SMTP or other software issues.
8. Continually propose and implement system enhancements (software and hardware updates) that will improve the performance and reliability of the Cloud products.
Person Specification:
1. Strong knowledge of Linux Server Operating Systems.
2. Strong knowledge of server hardware, networking, backup, and storage solutions.
3. Strong knowledge of designing, implementing, analyzing, and troubleshooting highly available systems.
4. Strong understanding of services and protocols commonly used in hosting environments including but not limited to web servers, database servers, mail servers, name servers such as: Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP, RHCS; Linux: MySQL, MariaDB, Percona.
5. Proficient knowledge of Virtualization Technology VMWare.
6. Proficient knowledge of Azure Cloud Platform.
Requirements:
1. Shift: Tuesday - Saturday (08:30-17:30).
2. Location: 2 days per week on-site in Cardiff.
3. SC Clearance: To be eligible you must have been a UK resident for a minimum of 5 years.
4. On-Call: You will join a weekly rota as an escalation point to ensure 24/7 coverage.
#J-18808-Ljbffr