OpenStack Cloud Engineer

The Cloud Engineer role is a key part of Rackspace's support infrastructure, providing high-level technical support to customers through various channels such as phone, ticketing, and automation. The role involves owning complex customer issues, maintaining communication throughout the resolution process, and supporting both internal and external customers across multiple platforms. The engineer will troubleshoot customer environments, develop tools and processes to enhance customer experience, and mentor support teams. Proactivity in advising on potential issues and staying informed of emerging technologies is essential. Adherence to security policies and standards is required.

Work Location

Onsite role at the Toronto office

Key Responsibilities

• Technical escalation point for Cloud Support and Engineering teams; resolving customer issues collaboratively.
• Lead cross-functional projects and customer engagements, achieving organizational objectives.
• Advise leadership on technological strategies to maintain industry leadership.
• Propose and implement system enhancements, problem management, and process improvements.
• Manage workload and workforce optimization tasks.
• Review technical training for support staff supporting Cloud Products.
• Mentor and support support teams.
• Provide technical expertise for stakeholder communications.
• Collaborate with Account Managers and Business Development to strengthen customer relationships.
• Share knowledge with other engineers.

Requirements

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