AWS Lead Engineer

Engineering Hayes, Greater London


As the #1 Managed Cloud Company, Rackspace is hiring AWS Lead Engineers to deliver Fanatical Support on Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers make the most out of their chosen hosting platform, accelerate adoption of Cloud in their business and improve upon traditional hosting strategies.


The AWS Lead Engineer plays an integral part in delivering Fanatical Support to AWS customers. With a strong background in Enterprise support environments, you will help customers manage change, minimise risk, optimise operations and support business growth through pro-active and personable interactions.  You will build long-term customer relations, understanding their business goals and operational capability in order to best align and manage Rackspace resources and services, and drive outstanding customer outcomes.


In this pivotal, autonomous and varied role, you will manage complex problems as well as be a proactive and consultative resource to help customers plan for their future growth and the continual adoption of emerging technologies and best practices.


You will act as a senior escalation point, orchestrating technical teams and resources to provide seamless support for your customer’s online strategy. You will be responsible for achieving security, scalability and performance through deep knowledge of automation, scaling, application lifecycle management, Continuous Deployment and Integration.

The right candidate for the role will be adept at managing senior stakeholders, complex service delivery systems, coordinating Rackspace and customer teams around complex business and technical situations, always delivering within established timescales and exceeding customer’s expectations.  To facilitate strong, personable customer relationships, some travel will be required to customer sites, with occasional international travel.


Key Accountabilities

  • Provide Fanatical Support™ for Rackers and customers
  • Act as a consultative resource for customers to assist them in achieving their business objectives
  • Drive the adoption of Cloud technologies for the benefit of the customer
  • Pro-actively seek opportunities to improve customer’s solution architecture and operation
  • Manage and oversee the technical changes, maintenances and migrations of customers solutions
  • Ensure appropriate technical documentation is in place for customer solutions
  • Provide strategic and operational guidance that will allow customers to continually optimise their Cloud environments to achieve their business goals and maximise return on investments
  • Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios to AWS
  • Drive strong customer satisfaction (NPS) through Fanatical Support
  • Own issues, and escalations and drive collaboration with other teams to find speedy resolutions



  • Customer obsessed – works vigorously to earn and keep customers trust, and an ability to continually anticipate and meet their needs
  • A blend of commercial and operational acumen
  • Experience in owning of account planning activities, service improvement or business development activity
  • Versatile and able to thrive in a hyper-growth environment.
  • Operates well in an environment of rapid change and comfortable operating with autonomy.
  • Experience of influencing leaders and presenting to external customers.
  • History of strong negotiation skills with customers.
  • Ability to meet challenging targets within tight deadlines.
  • Detailed understanding of the Cloud (IaaS and PaaS) industry and associated various technologies
  • Deep understanding of Service Management best practices frameworks such as ITIL
  • Significant exposure to operational management within a critical environment
  • Effective troubleshooting and analytical skills and ability to manage complex and technical projects
  • A great attitude with internal customers and external parties, excellent written, verbal, and communications skills
  • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes
  • Strong rapport and relationship building skills with both internal departments and external customers.
  • Good communication skills and an ability to develop relationships with customer external stakeholder’s levels.
  • Knowledge of Amazon Web Services and its products & services


Technical Capabilities


  • Strong customer focus, with an ability to continually anticipate and meet their needs
  • Excellent working knowledge of Amazon Web Services, Compute, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc.
  • Experience of hosting web applications across a wide variety of Webserver and Database technologies
  • Monitoring tools such as AWS CloudWatch
  • Experience of architecting and managing production environments across Physical, Virtualised and Cloud technologies
  • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes
  • Certification in AWS (Associate or Professional)


  • Application and platform analytics tools (AppDynamics/NewRelic/DataDog)
  • Operating System Knowledge (Microsoft Windows and Linux Distributions

Salary Competitive
Posted Date: 27/06/2019
Closing Date: 27/07/2019


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.