Site Reliability Engineering (SRE) – Networking

Posted Oct 4

Job Summary: Site Reliability Engineer (SRE), Networking is a key role within the Rackspace support infrastructure. 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. Technical issues can include troubleshooting customer firewalls, load balancers, IDS and WAF appliances. The role will also support many elements of the Rackspace Cloud product portfolio. In this role you will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

Work Location: Remote

Key Responsibilities:

  • Provide exceptional customer support via our internal ticketing system.
  • Own level-appropriate customer requests and issues, seeing them through to resolution.
  • Escalate support requests as needed to other support teams according to escalation procedures.
  • Troubleshoot monitoring alerts and create tickets accordingly.
  • Schedule and coordinate level-appropriate maintenances and troubleshooting scenarios.
  • Monitor ticket response times and take appropriate actions to ensure team response time targets are met.
  • Collaborate with Account Managers and Internal leadership to build strong customer relationships.
  • Collaborate and share knowledge with your peers in a virtual environment.
  • Review and sign off on defined policy and process standards. 

Qualifications:

  • 1+ years of experience in a related field.
  • A computer-related degree and/or network certifications (CCNA, F5 101, Palo Alto PCNSA).
  • Experience in one or more of: Networking: e.g. TCP/IP, UDP, ICMP, etc., MAC addresses, IP packets, DNS, SDN, OSI layers, and load balancing.
  • Expertise in designing, analyzing and troubleshooting large-scale distributed systems.
  • Expertise in operational monitoring and management tools (Zabbix, PagerDuty etc.).
  • Familiarity with both Ansible and Github.
  • intermediate knowledge of: -Firewalls (Cisco ASA, ASA-X and Palo Alto NGFW). Load balancers (F5 LTM & GTM).
  • Familiarity with services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers. 

Discover your inner Racker: Racker Life

The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.

•The anticipated starting pay range for Colorado is: $82,300 - $120,670.

•The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $87,500 – $128,370.

•The anticipated starting pay range for California, New York City and Washington is: $95,900 - $140,580.

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.#LI-MF1 #LI-Remote

About Rackspace Technology

We 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 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.