AWS Cloud Administrator (2nd shift Support)

Customer Relationship & Support San Antonio, Texas


The Fanatical Support for AWS team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team.

As the #1 Managed Cloud Company, Rackspace is hiring AWS Cloud Administrators to deliver Fanatical Support with 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 strategy. Using your technical expertise, you will help customers maintain their application stability and assist with rapid changes using native AWS and 3rd party tools


Job Responsibilities / Duties:

Through a hands-on approach, you will be responsible for supporting customers with tasks including: responding to application and infrastructure downtime alerts, performing limited environment and OS changes, and interacting with customers via tickets and phones. 

At Rackspace we pride ourselves on our ability to deliver Fanatical Support - this means our support team blends technical expertise and strong customer-oriented professional skills.  Being successful in this role requires:  

  • Working knowledge of Amazon Web Services Products & Services, Scaling, Load Balancing, CDNs, Networking etc 
  • Intermediate working knowledge of Windows or Linux operating systems – experience with supporting and troubleshooting stability and performance issues 
  • Basic understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing 
  • Intermediate understanding of design of native Cloud applications, Cloud application design patterns and practices 


Key Accountabilities: 

Maintain stability of AWS Cloud environments 

  • Respond to customer support requests via tickets and phone calls within response time SLAs 
  • Ticket Queue Management and Ticket triaging – escalating to engineers when required & handing over ongoing issues to 24x7 shifts 
  • Troubleshoot performance degradation or loss of service as time critical incidents 
  • Ownership of issues, including collaboration with other teams and escalation 
  • Support the success and development of others in the team 


Key Performance Indicators 

  • Customer Satisfaction scores - NPS 
  • Performance indicators – Ticket queues, response times, first time fix 
  • Quality indicators – Peer review, customer feedback 


Requirements / Skills:    

  • Technical achiever with a strong work ethic, creative, collaborative, team player 
  • An intermediate background in AWS and/or demonstrative hosting-specific technical skills: 
  • Compute and Networking 
  • Administration and Security 
  • At least one AWS industry standard certification (Practitioner, Associate, Professional, or Specialty) 
  • Strong communications skills, written and verbal 
  • Passion for technology and desire to learn 
  • Ability to prioritize under pressure 
  • Sound problem solving ability 
  • Strong documentation skills 
  • Process improvement – identification & solution 
  • Educated to degree level or equivalent is an advantage 
  • Potential to work weekends and flexible hours 

Experience/Education:  High school diploma or equivalent required. Experience working with customers. A computer-related training and/or Linux certification