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 Summary Recognized as an expert within the company and requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization functionSolves unique problems that have a broad impact on the businessContributes to the development of organizational sub-function strategyProgression to this level is typically restricted on the basis of business requirements
Critical CompetenciesSystems Thinking: Provides deep expertise and a broad view of the organization to optimize linkages between structure, people, process, and technologyTechnology Advising/Consulting: Anticipates customers’ technology needs and asks the appropriate questions to clarify those needs; actively listens to detect customer specific nuances
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 portfolioResearch, 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 standardsOwn 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 OS support floor
Person Specification Requirements:Expert knowledge of Cloud Platform Products such as OpenStack, Red Hat OSP or Kubernetes especially with storage related projects such as Cinder, CSIExpert skills in at least one of the following languages: Python, GoExpert skills in leveraging CI/CD and git tools to automate testing and deploymentExpert knowledge of Linux and optional Windows OS, including but not limited to: Server Failover ClusteringExpert knowledge of storage protocols including iSCSI, NFS, Ceph Rados and RBDExpert knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systemsExpert automation skills with at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such toolsKnowledge of Project Management methodologiesExpert understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including virtual machines and containersExpert knowledge in the application of current and emerging network software and hardware technology and protocolsRegarded as the technical expert in their job discipline within the organizationRequires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization functionAnticipates business and regulatory issues; recommends product, process, or service improvements
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 Requirements Bachelor'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: 12 - 14 years of years of technical engineering and administration experience. Minimum 7-9 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 creationContainers - especially with Docker, LXD/LXC, or Kubernetes.Ceph 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 stepsProgramming fundamentals in any language.Customer support experience:Customer support is a priorityExcellent communication skills
Physical DemandsOccasional domestic travel, less than 10%General 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
• The anticipated starting pay range of California, Washington state and New York City applicants for this role is $167,400 - $245,520
• The anticipated starting pay range of Colorado applicants for this role is $143,700 - $210,760
• These ranges for candidates may be modified in the future.
• Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.
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.