Linux Support Engineer II - Remote

Job Family Summary Serves as a key element within the Rackspace Technical Support team and provides an intermediate level of technical support to our customers over the phone and/or via support tickets. Ownership of basic customer issues, which may take up several days to resolve fully. Applies creative problem-solving techniques to identify the source of problems while at the same time keeping the customer aware of every step along the way via the ticketing system and/or phone. Solves customer's technical issues, which can include OS level, web server, database server, applications server, DNS, SMTP, user management and permissions, or other software issues.

Key Responsibilities

• Technical point of escalation to the first line and second line teams; resolving customer issues, working in collaboration with partners across the business, as required.
• Lead customer engagements (both technical and non-technical)
• Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting, and customer infrastructure
• Mentor and assist Rackers across the OS Function
• Provide exceptional customer support via the phone and ticketing systems
• Collaborate and share knowledge with other Engineers and Administrators on the support floor
• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing with the autonomy and ability to suggest and implement changes to customer solutions and can impact process change and continued improvement
• Ability to apply fundamental knowledge to solve customer issues
• Understands key business drivers; uses this understanding to accomplish own work
• Ensure adherence to customer & SLA commitments for self

Required skills and experience

• Advanced English proficiency is a must
• Proficient knowledge of Linux Server Operating Systems
• Proficient knowledge of server hardware, networking, backup, and storage solutions
• Proficient knowledge of implementing, analyzing, and troubleshooting highly available systems
• Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols
• Proficient knowledge of services and protocols commonly used in hosting environments, including but not limited to web servers, database servers, mail servers, name servers such as Apache, Nginx, NFS, Postfix, and Sendmail, FTP.
• Intermediate knowledge of Database Servers: Linux: MySQL, MariaDB.

Nice to have

• Intermediate knowledge of Cloud Platform Products (Azure/AWS/GCP)
• Basic scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go
• Certifications: RHCSA/RHCE (or LPI/LFC) 

Education Required

• Bachelor’s degree in Computer Science, Management Information Systems, or a related technical field
• At the Manager's discretion, four years of additional related experience may substitute for the degree requirement; if substitution is allowed, a regional equivalent to High School Diploma is required.

Experience

• 2-4 years of technical engineering and administration experience with a minimum of 2 years in an OS Systems Engineering and Administration function.

Must be available to work one day on weekends.This position is a remote job if you are located in Mexico City, the State of Mexico, Jalisco, Nuevo Leon, Queretaro, and Puebla. About Rackspace TechnologyWe 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 TechnologyThough 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.