Network Security Technician

Customer Relationship & Support Mexico City, Polanco



The Network Security Technician position is a key element within the Rackspace technical support and provides networking solutions to our customers via the phone and ticketing system.  This role is responsible for the implementation of new customer environments and ensures they are turned over to customers in a timely manner. The Network Security Technician is expected to work with the Rackspace Implementation Teams to ensure optimal solutions for Rackspace customers.  Technical issues may include layer 2 / layer 3 troubleshooting of customer network environments; including firewall configurations, load balancer configurations, high availability, and cyber security configurations. The role will also support elements of the Rackspace Cloud product portfolio.



Key Accountabilities

  • Provide exceptional customer support via the phone and ticketing system
  • Own level-appropriate customer requests and issues, seeing them through to resolution
  • Escalate support requests to next level engineers and other support teams according to escalation procedures
  • Troubleshoot monitoring alerts and create tickets accordingly
  • Schedule and coordinate level-appropriate maintenances
  • Monitor ticket response times and take appropriate actions to ensure team response time targets are met
  • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
  • Collaborate and share knowledge with other Engineers on the support floor
  • Review and sign off on defined policy and process standards

Key Performance Indicators

  • Ticket Contribution and Phone Availability
  • Work as a team to serve our customers, helping achieve overall team goals and maintaining individual metrics.
  • Customer rating on work done
  • High ticket review percent average



Financial (budget, delegated authority etc.)

Non –Financial (number of staff, number of sites)

Portfolio size: N/a

Direct reports: None

Credit sign-off: None

Team Profile: Services and Support

Recruitment: None

Internal exposure: Implementation Teams

Budgetary: None

External exposure: Clients


MAIN CONTACTS (external/internal):






Resolve Issues, Seek / Respond to feedback to assist in issue resolution

Team Members


Develop Relationships and collaborate on issues

Internal Support Departments


Engage with internal departments and work together to resolve customer issues



The Network Security Technician has a basic knowledge of any of the following technologies:

  • Firewalls (Cisco ASA/ASA-X, Juniper SRX, or Brocade Vyatta)
  • Intrusion Detection System (IDS) and Intrusion Prevention System (IPS)
  • Web Application Firewall (WAF) (Imperva WAF, Incapsula)
  • Load Balancers (F5 LTM, Brocade ADX, Citrix Netscaler, or Cisco CSS / ACE)
  • Log Management
  • IPSEC and SSL VPN technologies
  • Services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers
  • DNS
  • Networking concepts and devices (All OSI Layers)

The Network Security Technician is:

  • Passionate about technology and has a desire to constantly expand technical knowledge
  • Detail-oriented in documenting information and able to own customer issues through resolution
  • Able to handle multiple tasks and prioritize work under pressure
  • Demonstrate sound problem-solving skills coupled with a desire to take on responsibility

The ideal candidate possesses:

  • A minimum of two years’ experience in a related field
  • A computer-related degree and/or network certifications
  • Excellent written and verbal communication skills (fluency in multiple languages is a plus)
  • A willingness to work weekends and/or holidays when required as the business dictates
  • Possess a CCNA certification


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.