Windows Support Engineer IV

The Support 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 engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. 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.

Day to Day

• Taking escalations from junior engineers and guiding them to handle the issues going forward while ensuring things are resolved in a timely manner.
• Attending regular cadence meetings with customers to ensure optimal business trajectory and experience.
• Working directly with the company's largest customers providing Enterprise level support.
• Working on project tasks between customer facing issues.
• Proactively monitoring for and reporting any detected issues for the team or customer.
• Creating/adjusting tools or systems that improve employee or customer experience
• Coordinating with customer's Client Experience Managers for meetings and customer issues. .
• Monitoring a rotating on-call for critical after hours or weekend issues.
• Occasional after hours maintenance\work as necessary to protect customers production environment

Career Level Summary

• Requires 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

Key Responsibilities

• Other Incidental tasks related to the job, as necessary.
• Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
• Lead cross-functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Organization
• Advise leadership in setting and executing technological strategy to ensure Rackspace remain head of industry
• Proactively assess, propose, and implement enhancements to system architecture, problem management, fleet management, process improvement, reporting, product integration and customer infrastructure
• Lead Workload/Workforce Management and Optimization related tasks
• Review technical training for all Rackers supporting Rackspace Supported OS Products
• Coach, mentor and assists Rackers across the business
• Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
• Collaborate and share knowledge with other Engineers on the support floor

Knowledge

• Advanced knowledge of OS, including but not limited to: Server Failover Clustering, Active Directory, IIS
• Advanced knowledge of server hardware, networking, backup, and storage solutions
• Advanced knowledge of designing, implementing, analyzing, and troubleshooting highly available systems
• Advanced understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers
• Strong knowledge of MSSQL Server
• Strong knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)
• Strong knowledge of Cloud Platform Products (Azure/AWS/GCP)
• Strong knowledge of Project Management methodologies and Process Improvement best-practice
• Strong understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers
• Strong knowledge in the application of current and emerging network software and hardware technology and protocols
• Proficient scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go
• Requires specialized depth and/or breadth of expertise in own job discipline or field
• Interprets internal/external business challenges and recommends best practices to improve products, processes or services
• Windows Server Environment
• Ability to guide and train junior engineers

Experience and Certifications

• 8 – 11 years of experience OS Systems Engineering and Administration with a minimum of 3 years of Engineering experience
• ITIL Certified- nice to have
• Windows Certified- nice to have
• MCSE for Windows specialization
• RHCE for Linux specialization
• Prefer Specialist Certifications that apply to role

The following information is required by the Colorado Equal Pay Transparency Act, New York City Pay Transparency Act, Washington Pay Transparceny Act and California Pay Transparency Act. This applies only to individuals working in the state of Colorado, Washington, California and New York City. The anticipated starting pay range of Colorado, California, Washington and New York City applicants for this role is $105,100-$154,110 for CO and $122,500 – $179,630 for NYC, WA and CA. 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 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.