Linux Lead Engineer

Professional Services Mexico City, Polanco


PRIMARY RESPONSIBILITY:  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 root cause, while maintaining the customer abreast of the process every step along the way.  Analyzes customer configurations, able to present proposed and existing configuration risk assessments, offers best practices technical solutions and makes recommendations to solve for recurring incidents,  Drives initiatives and advises on potential risks 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 with a progressive mindset that provides the best outcome possible, keeping always in mind the business needs.  Solves customer's technical issues which can include OS level, web server, database server, application server, DNS, SMTP, user management and permissions, or other software issues.  Provides mentoring to more junior System Administrators on the team.  This role requires on call availability 24x7 and plays a key role in delivering Fanatical Support.  This role requires international travel.


KNOWLEDGE/SKILLS/ABILITY: Advanced knowledge of servers/computer hardware and software.  Strong knowledge of DNS, including diagnostics with UNIX tools.  Expert working knowledge of Linux OS.  Expert knowledge of network fundamentals.  Advanced knowledge of relevant web services, mail, backup, Linux and monitoring applications.   Advanced knowledge of MySQL. Advanced understanding of multi-cloud service offering and products (ex: AWS, GCP, Azure, etc).  Drive to continually expand knowledge in the areas of new technological developments and trends.  Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions.  Solid problem-solving abilities coupled with a desire to take on responsibility.  Strong written and verbal communications skills. Written and verbal Spanish, English skills are a must, ability to communicate in Portuguese strongly desired.  Strong presentation skills across all levels of the organization.  Ability to develop and maintain relationships with key external stakeholders at various business levels.

  • JOB COMPLEXITY: 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 System Administrators.  Creates and maintains customer loyalty by serving customers above and 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. Able to travel internationally for short extended periods to US, Mexico, and other Latin American Countries.  Valid Visa and passport are required.
  • SUPERVISION: Performs tasks with little supervision, receives escalations from others.  Mentors and develops less experienced individual contributors.
  • EXPERIENCE/EDUCATION: Requires a high school diploma/GED AND 4 - 6 years system administration experience requiring expert level OS knowledge and advanced knowledge of Apache, MySQL, PHP; including a minimum of 2+ years web hosting experience.  Experience requiring a strong knowledge of storage clustering.  Advanced understanding of the multi-cloud offers and products (ex: AWS, GCP, Azure, etc). Familiarity with Rackspace tools, systems and infrastructure.  Bachelor’s degree in Computer Science, Engineering, or related field preferred.  Linux+, RHCE and RHCA certifications preferred.

PHYSICAL DEMANDS:  General office environment.  May require long periods sitting and viewing a computer monitor.  Moderate levels of stress may occur at times.  No special physical demands required.  May require domestic travel to customer sites, conferences and education; less than 15%.

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.