[Hiring] Network Security Engineer III @Rackspace Technology

Role Description

• Provide both day-to-day operational support and project-based initiatives.
• Provide exceptional customer support via the ticketing system and phone.
• Detect events in a timely manner using monitoring tools.
• Mitigates DDoS attacks to protect customer and shared infrastructure.
• Document planned and unplanned network events in appropriate tracking and turnover systems.
• Troubleshoot and resolve network events and create event documentation accordingly.
• Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution.
• Escalate support requests to other teams and communicate with Incident Management as appropriate.
• Escalate to vendors and follow up as needed to ensure problem resolution.
• Adhere to Change Management and Maintenance policy and process.
• Participate and provide input to Root Cause Analysis.
• Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution.
• Review, assist in defining, and propose new policy and process standards.

Qualifications

• At least 5 years of recent networking experience.
• CCIE-level aptitude.
• A minimum of 12 months of experience in a customer service role.
• Excellent written and verbal communication skills.
• Critical thinking skills and the ability to provide solutions with precision during high-pressure situations.
• Schedule flexibility to include working a weekend day regularly and holidays as required by the business.

Requirements

• Cloud/On-premises support for Cisco networking.
• Palo Alto firewalls.
• Fortinet and Native Cloud Security (AWS, Azure).

Company Description

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.