Job Description

The Fanatical Support for Azure team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.

As the #1 Managed Cloud Company, Rackspace is hiring Azure Cloud Administrators to deliver Fanatical Support with Amazon Web Services and Azure. Fanatical Support for AWS/Azure includes a wide range of services and features to help customers make the most out of their chosen hosting strategy. Using your technical expertise, you will help customers maintain their application stability and assist with rapid changes using native AWS/Azure and 3rd party tools.

Through a hands-on approach, you will be responsible for supporting customers with tasks including: responding to application and infrastructure down time alerts, performing environment and OS changes, and interacting with customers via tickets and phones.

At Rackspace we pride ourselves on our ability to deliver Fanatical Support - this means our support team blends technical expertise and strong customer oriented professional skills. Being successful in this role requires:

• Working knowledge of Azure Products & Services, Scaling, Load Balancing, CDNs, Networking etc
• Intermediate working knowledge of Windows or Linux operating systems – experience with supporting and troubleshooting stability and performance issues
• Working knowledge of Azure IaaS services, good hands-on with Compute, Networking, Storage services.
• Intermediate understanding of design of native Cloud applications, Cloud application design patterns and practices

JOB REQUIREMENTS:

Key Accountabilities

• Maintain stability of Azure Cloud environments
• Respond to customer support requests via tickets and phone calls within response time SLAs
• Working on L2 level of Incidents raised by customers or created thru automation/monitoring.
• Troubleshoot performance degradation or loss of service as time critical incidents
• Ownership of issues, including collaboration with other teams and escalation
• Support the success and development of others in the team

Key Performance Indicators

• Customer Satisfaction scores - NPS
• Performance indicators – Ticket queues, response times, first time fix
• Quality indicators – Peer review, customer feedback

PERSON SPECIFICATION:

• Technical achiever with a strong work ethic, creative, collaborative, team player
• An intermediate background in Azure and/or demonstrative hosting-specific technical skills:
• Compute and Networking
• Administration and Security
• At least one Azure industry standard certification (Associate, Professional, or Specialty)
• Strong communications skills, written and verbal
• Passion for technology and desire to learn
• Ability to prioritize under pressure
• Sound problem solving ability
• Strong documentation skills
• Process improvement – identification & solution
• Educated to degree level or equivalent is an advantage
• Potential to work weekends and flexible hours

About Rackspace Technology

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.

More on Rackspace Technology

Though 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.