The Cloud Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues that may take several days or weeks to resolve and keeps our customers updated through every step of the process. Responsible for the support of internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. Resolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develops tooling and processes to drive and improve customer experience, creates playbooks, and provides mentoring on customer-related issues to support teams. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Shift Available: Monday to Friday from 4 AM TO 1 PM CST.
Fluent, Bi-lingual (Spanish and English): interviews will be held in English.
If located in Mexico: Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla. This opportunity is a permanent remote job, but you need to be based in Mexico at one of the mentioned locations.
#LI-JR1
#LI-Remote