The Cloud Architect is a key element within the Rackspace support infrastructure and is expected to provide department, company and industry management and implementation into solutions. The Architect is expected to take the initiative and advise on potential pitfalls that may encounter on large scale multi-platform infrastructure across all customers. Addresses specific customer needs through leveraging new and existing feature sets, products, and technologies. Evaluates, documents solutions and trains Cloud Engineering and support staff to ensure supportability of customer environments. Serves as the last stop in the Rackspace support group for technical escalation and issue resolution of the most complex problems. Architects own escalations to ensure resolution and are leveraged as a Subject Matter Expert for input on new product selection and implementation into the support structure. The Architect will also partner with vendors to analyze escalated requests for assistance, using this data to identify training opportunities that elevate the level of technical expertise and drive positive customer outcomes. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level SummaryRequires specialized depth and/or breadth of expertise in own job discipline or field Leads others to solve complex problems Works independently, with guidance in only the most complex situations May provide functional leadership to teams or projects
Critical Competencies Systems Thinking: Provides guidance when evaluating the impacts of a solution to ensure linkages between structure, people, process and technology Technology Advising/Consulting:Exceeds customers’ expectations by listening for unexpressed needs; connects customer needs to relevant service offerings and new technology
Key ResponsibilitiesTechnical point of escalation to the Cloud Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as requiredCreate and deliver customer solutions that maintain, deploy, upgrade, and troubleshoot infrastructure solutionsParticipate in and define future state end-to-end architectures, platforms, products, tools, and solutions to advance security capabilitiesWork closely with customers in the pre-implementation process to design and architect desired customer solutions which require products which may not currently be in the supported product portfolio.Research, plan and coordinate complex maintenance activitiesLead analysis effort to support and drive Root Cause Analysis (RCA) exercises to drive process & technology improvements related to systems support products. Review vendor support escalations to identify training opportunitiesCollaborate and share knowledge with other administrators and engineers via wiki articles and training presentationsContribute to the development of technical best practices for administrative responsibilitiesPrepare and review defined policy and process standardsfOwn assigned account specific complex projects and act as an informal project lead to work with stakeholdersActively engage partners and vendors to understand vendor products, proof of concept implementations, and guide successful onboarding and integration of new Cloud technologiesCoach, mentor and assists Rackers across the businessCollaborate with Account Managers and Business Development Consultants to build strong customer relationshipsCollaborate and share knowledge with the Cloud support floor
Person Specification SkillsPassionate about technology and has a desire to constantly expand technical knowledgeDetail-oriented in documenting information and able to own customer issues through resolutionAble to handle multiple tasks and prioritize work under pressureDemonstrate sound problem-solving skills coupled with a desire to take on responsibilityStrong written and verbal communication skills, both highly technical and non-technicalAbility to communicate technical issues to nontechnical and technical audiencesEnglish language fluency preferred
Education RequiredBachelor's Degree in Computer Science, Management Information Systems, or a related technical fieldAt the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required
Experience Required5-8 years of years of technical engineering and administration experience. Minimum 3-5 years hands-on experience supporting Linux systems including 2 or more of: Virtualization - primarily using KVM or OpenStack. Automation - Ansible, Puppet, SaltStack or other IT automation tools for medium and large environments with practical experience of Ansible Playbook creation Containers - especially with Docker, LXD/LXC, or Kubernetes Storage technologies - block, object, and network. Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)Linux integration with other environments (authentication/directory services, network file systems, etc.)Cloud computing (provisioning, monitoring, orchestration, etc.)Troubleshooting experience: Basic reading of stack traces to be able to search for duplicates, escalate to the correct team. Understand OS and Application-level bugs and advise on next steps Programming fundamentals in any language.Customer support experience: Customer support is a priority Excellent communication skills
Physical DemandsGeneral office environment: no special physical demands requiredMay require extended periods sitting and viewing a computer monitorSchedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations
TravelOccasional domestic travel, less than 10%
About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.