Windows Customer Success Systems Engineer

Serves as a key element within the Rackspace support infrastructure and has ownership of technical support for a designated customer base. Provides consulting service to customers on building, maintaining, and upgrading systems to meet customer needs. Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping the customer aware ofevery step along the way. Analyzes customer configurations, uses initiative and advises on potential pitfalls that a customer may experience using existing or planned methods and suggests alternatives that may better serve the stability of the customer’s solution. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. Solves customer's technical issues which can include OS level, webserver, database server, applications server, DNS, SMTP, user management and permissions, or other software issues. This role may be on call 24x7x365 and is the premier role of Fanatical Support.

Careel Level Summary

• Performs tasks with little supervision, receives escalations from others. Mentors and coaches individual contributors.

Key Responsibilities

• Owns the technical support for the customer base; tracks issues, ensures resolution at the appropriate level.
• Ensures customers receive a Fanatical Support experience.
• Understands customer configurations and analyzes strengths, weaknesses, opportunities and threats.
• Collaborates with customer to proactively address weaknesses and opportunities.
• Collaborates with internal and external teams to provide support.
• Troubleshoots and resolves system service issues and OS level issues.
• Receives and resolves issues escalated from lower level admins.
• Creates and maintains customer loyalty by serving customers above an beyond their expectations.
• Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc.

Knowledge

• Ability to read and interpret Firewall and Load Balancer configurations.
• Ability to maintain and troubleshoot FTP, HTTP, SSL, and SMTP mail flow.
• Thorough working knowledge of DNS to include record type requirements.
• Ability to identify and troubleshoot server performance issues using native OS tools and utilities.
• Thorough understanding of clustering requirements; ability to build and maintain Microsoft Windows clusters.
• Ability to troubleshoot Active Directory communication issues.
• Ability to install and modify database components; troubleshoot job and/or maintenance plan failures.
• Thorough understanding of server hardware components to include RAID configurations and externally attached storage devices.
• General understanding of server-side scripting uses.
• Strong working knowledge of IIS to include the ability to maintain and troubleshoot multiple websites and the use of advanced configuration options.
• Strong knowledge in database backup and restore procedures.
• Excellent Microsoft Networking Operating Systems to include advanced performance tuning and monitoring. IIS and advanced configuration options, including the ability to identify and diagnose application issues using IIS diagnostic tools.
• Microsoft SQL configuration and troubleshooting skills to include: Clustering, Mirroring, Replication, and the implementation of all optional components.
• Thorough understanding of server hardening process using Microsoft’s defined security practices.
• Experience configuring and troubleshooting an active directory environment, to include: domain level trusts, cross domain communication & multi-site replication.
• Share information and knowledge with the support floor as appropriate.
• Familiarity with Rackspace tools, systems and infrastructure.

Education

• High school diploma or equivalent required. Requires a high school diploma/GED. Bachelor’s degree in Computer Science, Engineering, or related field preferred

Experience

• 4-6 years system administration experience requiring expert level OS knowledge and advanced knowledge of IIS, SQL, DNS; including a minimum of 2+ years web hosting experience.
• Experience requiring advanced knowledge of storage clustering.

This can be a remote position. #LI-Remote 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.