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Cloud Engineer I - IN (Remote)

Job Title: L1 AWS Support Engineer 

 

Job Description: 

 

As an L1 AWS Support Engineer, you will be responsible for providing first-level technical support for AWS-based solutions. You will troubleshoot and resolve a wide range of technical issues, including those related to EC2 instances, S3 buckets, and other AWS services. 

 

Key Responsibilities: 

 

 Incident Management: 

    Receive and log incident tickets. 

    Troubleshoot and resolve basic AWS-related issues. 

    Escalate complex issues to higher-level support teams. 

 Monitoring and Alerting: 

    Monitor AWS environments for performance and availability issues. 

    Respond to alerts and take corrective actions. 

 Knowledge Base Management: 

    Contribute to and maintain knowledge base articles. 

    Document troubleshooting steps and solutions. 

 Customer Interaction: 

    Communicate effectively with customers to understand their issues. 

    Provide clear and concise explanations of technical issues. 

 Security: 

    Adhere to security best practices and policies. 

Identify and report potential security threats. 

 

Required Skills and Qualifications: 

 

 Technical Skills: 

    Strong understanding of AWS core services (EC2, S3, VPC, IAM, etc.) 

    Knowledge of basic troubleshooting techniques. 

    Familiarity with command-line interfaces and scripting (e.g., Bash, PowerShell). 

   Deployment and Configuration: Deploy and configure AWS resources as per predefined templates. 

 Backup and Recovery: Perform regular backups and restore operations. 

 Cost Optimization: Identify opportunities to optimize AWS resource usage and reduce costs. 

 Soft Skills: 

    Excellent communication skills, both written and verbal. 

    Strong problem-solving and analytical skills. 

    Ability to work independently and as part of a team. 

    Customer-focused approach. 

 Certifications (Preferred): 

    AWS Certified Cloud Practitioner 

 

 


What You Should Know About Cloud Engineer I - IN (Remote), Rackspace

Join our dynamic team as a Cloud Engineer I at our innovative company, where we pride ourselves on delivering stellar AWS solutions! This is a fantastic opportunity for individuals looking to kick-start their careers in cloud engineering. As a Cloud Engineer I, you will be the first line of support for our AWS customers, tackling various technical challenges in a collaborative environment. Your day-to-day responsibilities will include managing incidents by receiving and meticulously logging support tickets, troubleshooting basic AWS-related issues, and ensuring efficient escalation of complex scenarios to higher-level support teams. You'll monitor AWS environments for performance and availability, ensuring a seamless experience for our users. Communicating effectively with customers is key; you will need to listen closely to their concerns and explain technical concepts in an understandable manner. In addition to assisting customers, you'll contribute to our knowledge base by documenting your troubleshooting steps and maintaining quality articles that future team members can refer to. We're looking for someone with a solid understanding of AWS core services like EC2, S3, and VPC, alongside a knack for problem-solving and analytical thinking. If you have a passion for learning, a customer-focused approach, and the technical know-how, this could be your next great adventure with us, all from the comfort of your home in Gurgaon, India!

Frequently Asked Questions (FAQs) for Cloud Engineer I - IN (Remote) Role at Rackspace
What are the main responsibilities of a Cloud Engineer I at our company?

As a Cloud Engineer I at our company, you will be responsible for providing first-level technical support for AWS-based solutions, handling incidents, monitoring AWS environments, documenting processes, and ensuring customer satisfaction by effectively communicating solutions.

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What qualifications are needed for the Cloud Engineer I position?

To apply for the Cloud Engineer I position, candidates should possess a strong understanding of AWS core services like EC2 and S3, basic troubleshooting techniques, and familiarity with scripting languages. An AWS Certified Cloud Practitioner certification is preferred but not mandatory.

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How does the Cloud Engineer I role fit into the company's growth?

The Cloud Engineer I role is essential for our company’s growth as it ensures our AWS solutions function smoothly and efficiently, creating a positive customer experience that drives loyalty and trust in our services.

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What soft skills are important for a Cloud Engineer I?

For a Cloud Engineer I, excellent communication skills, strong problem-solving capabilities, and a customer-focused mentality are crucial. These soft skills will help in effectively understanding customer concerns and providing suitable solutions.

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What does the work environment look like for a Cloud Engineer I at our company?

The work environment for a Cloud Engineer I at our company is flexible and dynamic. You will work remotely, collaborating with a supportive team and having access to resources that foster professional growth and continuous learning.

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Common Interview Questions for Cloud Engineer I - IN (Remote)
Can you describe your experience with AWS services as a Cloud Engineer I?

When answering this question, provide specific examples of projects or tasks where you utilized AWS services like EC2 or S3, highlighting your problem-solving approach and the impact of your work.

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How do you handle troubleshooting in a high-pressure situation?

To respond effectively, discuss a specific experience where you remained calm under pressure, detailing the steps you took to troubleshoot the issue while keeping communication clear with stakeholders.

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What strategies do you use for incident management?

When discussing strategies for incident management, outline your process for receiving, logging, and prioritizing tickets, as well as your approach to solution documentation and knowledge sharing.

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How do you stay updated on AWS services and best practices?

Share your methods for continuous learning, such as following AWS blogs, enrolling in online courses, attending webinars, or participating in tech communities that discuss new updates and best practices.

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Describe a time you successfully escalated an issue.

Provide an example of a technical issue that you escalated, explaining your reasoning for the escalation and the outcome, which reflects both decision-making and insight into team collaboration.

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What is your approach to cost optimization in AWS?

Discuss specific ways you have identified opportunities for cost savings within AWS, such as rightsizing instances or utilizing cost management tools, demonstrating both awareness of budgets and technical expertise.

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How do you manage customer communications during a support incident?

Explain your communication strategy during incidents, emphasizing transparency, regular updates, and the importance of empathetic listening to customer concerns to ensure they feel supported.

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What tools do you use for monitoring AWS environments?

Mention the specific tools you are familiar with for monitoring AWS, like CloudWatch, and how you utilize them to maintain performance and availability standards for cloud resources.

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Can you explain the importance of security best practices in cloud engineering?

Highlight your understanding of security protocols and why they are critical in cloud environments, mentioning key practices such as access controls and compliance with standards to protect customer data.

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How do you document troubleshooting steps and solutions for future reference?

Discuss the importance of maintaining a thorough documentation process, sharing how you structure articles or logs to ensure they're useful for both current and future team members in similar scenarios.

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Founded in 1998, Rackspace provides multi-cloud computing solutions and services. Offering advising to customers based on business challenges, designing solutions, building, and managing solutions. The company is headquartered in San Antonio, Texa...

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Full-time, remote
DATE POSTED
March 13, 2025

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