Job Responsibilities:

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.

Responsibilities

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

Skills & Knowledge Requirements

• Entry Level knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
• Entry Level understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux
• Agile/Lean Development Skills
• Artifact Manager/Repository Tools
• CI/CD Tools
• Cloud Automation Tools
• Cloud Computing
• Computer Networking
• Container Platform Tools
• Linux/Unix OS
• Network Compliance/Security
• Product/Technical Project Management
• Software Development Tools
• Stakeholder Management (external/internal)
• Technical Troubleshooting
• Virtual Machine Tools

Qualifications

• Bachelor's Degree required, preferably in field related to role
• Requires an Associate Level Certifications in one or more cloud platforms/products

Location: United Arab Emirates - Dubai
Industry: Public Cloud - Offerings and Delivery – Cloud Infra Services
Job schedule: Full - Time/Hybrid

About us

Hybrid multicloud solutions, including applications, data, security and AI, across every industry.

Who we are
Rackspace Technology is your trusted partner in cloud solutions, offering comprehensive management and support services across private, hybrid and hyperscale public cloud platforms. We’re committed to designing and delivering effective cloud strategies along with the application, data, security and AI solutions that empower your business.

What we do
We're more than cloud technology experts; we're the architects of your business advantage. From hybrid and multicloud solutions to AI integration, we here to optimise your operations today with future-ready, end-to-end services and solutions.

Taking a cloud-smart approach to workload placement
We deliver service and support for application, data, security and AI solutions across private, hybrid and all of the hyperscale public clouds. That makes it easier to place your workload in the cloud best suited for it, without the need for extensive hiring or upskilling of teams to manage your cloud infrastructure.

Our approach to service delivery:

• Advise: We provide expert guidance and strategic planning to help you make informed decisions about your cloud solutions and IT needs.
• Transform: We assist in modernising and migrating your IT infrastructure and applications to the cloud environments that improve agility and efficiency.
• Manage: We offer ongoing management and support for cloud infrastructures, helping to ensure that your systems are up to date and running securely.
• Optimise: We continuously analyse and improve the performance and cost-efficiency of your cloud deployments to ensure that they meet evolving business requirements.

Students

The Rackspace Technology Internship Experience
When you join our internship program, you’ll gain practical industry knowledge as you work alongside highly skilled industry professionals on real-world projects. Our focus on mentorship, comprehensive training and exposure to diverse teams helps to ensure that you develop invaluable skills and forge meaningful connections that will set the stage for your future success.

What to Expect?

• 20-30 hours weekly
• Mentorship – weekly 1:1 with your manager, team and leadership
• Engaging training – hands on involvement in projects
• Performance evaluation
• Internship extension possibility
• Hiring possibility – we see interns converted to full time Rackers across all departments!

Our Core values

Valued members of a winning team
Our employees, affectionately called “Rackers,” are our true strength and differentiator. They embody our Core Values, demonstrating that Fanatical Experience is:

• Excellence. We are an accountable, disciplined, high-performing company with proven results.
• Customer-driven. We are proactive, collaborative and committed to success for our customers.
• Expertise. Rackers are passionate learners who are embedded in our customers’ businesses to provide unbiased solutions.
• Agility. We adopt new technologies and evolve services to meet customers where they are in their journey.
• Compassion. We’re one team doing the right thing for our customers, communities and each other.
• As valued members of a winning team on an inspiring mission, Rackers make a real difference for our customers. It’s why we’re frequently recognised as an employer of choice by global industry-leading programs, including Great Place to Work, Forbes and Fortune.

Additional Requirements

• AWS-Azure-GCP or Openstack
• Agile/Lean Development
• CI/CD Tools
• Cloud Automations