Application Support Engineer I - MX

Professional Services Mexico City, Hidalgo Mexico City, Polanco


An Application Support Engineer is a specialist in large-scale, complex, and distributed web infrastructure that engages in direct customer communications regarding the availability, scalability, reliability, and performance of their applications.

As an Application Support Engineer you will work with decision makers, developers, system administrators, and systems integrators on a daily basis, acting as the conduit between those who write the customer’s code and the infrastructure teams at Rackspace. The Application Support Engineer utilizes Application Performance Management (APM) tools along with knowledge of application development, frameworks, and web application architecture to proactively identify performance issues and likely points of failure as well as to resolve critical application-level issues impacting availability. These skills, paired with an understanding of customer growth and traffic patterns, enable the Application Support Engineer to develop, propose, test, and implement solutions for the infrastructure and application framework that will ensure maximum performance and uptime of customer applications. 

An Application Support Engineer builds customer loyalty through extensive knowledge in application and infrastructure performance tuning, and works with internal teams to deliver a consistent and FANATICAL customer experience.


Provide support in tuning applications and infrastructure
  • Design, develop, test, and implement new configurations, architectures, and standards
  • Provide guidance, to customers, 3rd party integration specialists, and/or internal teams, on solutions to increase application availability, redundancy, scalability, and performance
  • Assist customers and internal teams to automate processes and incorporate devops methodologies
  • Provide leadership and guidance when customer application-level downtime issues arise and provide RCA support as requested.
  • Show ownership of issues through resolution and maintain customer loyalty by serving customers via phone, tickets, and email

Key Performance Indicators

  • Customer/Internal Feedback (delivered via Unsat Ratings and/or email & phone)
  • Stability and performance of customer applications, as relates to customer uptime, using internal monitoring tools

Customer retention and growth as a result of consistently delivering high levels of service & support around customer application stability.

  • Proficient in technology troubleshooting, design, and implementation
  • Ability to understand, administer, troubleshoot, and test OS and application platforms
  • Proficient communicator with the ability to convey complex concepts to both technical and non-technical individuals
  • Basic knowledge of performance tuning and scalability/reliability architecture best practices for a single platform (Linux or Windows)
  • Ability to configure and troubleshoot platform-specific web servers and services (Including, but not limited to, IIS, Apache, Tomcat, JBoss)
  • Understanding of at least one platform-specific programming language used for enterprise or large-scale web development (.Net, Java or PHP preferred)
  • Exposure to Application Performance Management (APM) tools with the ability to interpret data, build dashboards, and engage in performance discussions.
  • Ability to provide FANATICAL SUPPORT
  • MCSE or RHCE certifications preferred
  • Minimum 2 years system administration experience, including 2 years of experience administering highly available systems.
  • Prefer previous experience with an enterprise application framework (AEM, CQ, ATG, Oracle Commerce, Sitecore, Hybris, Magento)
  • Ability to perform on-call functions
  • Bachelor’s degree in CS or IS preferred

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.