OpenStack Support Engineer

About the job

Rackspace Technology is a leading provider of expertise and managed services across all major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

The OpenStack Support Engineer is a key element within the Rackspace support infrastructure and is expected to provide an important level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyses systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements.

You are expected to take the initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

On-site role based in Riyadh, KSA.

Responsibilities:

• OpenStack Deployment and Management:

  • Supporting, deploying, and managing OpenStack-based private cloud infrastructure.
  • Configuring and maintaining OpenStack services such as Nova, Neutron, Cinder, and Keystone.
  • Knowledge of Canonical OpenStack, Juju, and Lxd containers.
  • Good to have an understanding of advanced OpenStack services Octavia, Designate, Masakari etc.
  • Knowledge of Storage solutions such as Ceph.

• Kubernetes Orchestration:

  • Implementing and managing Kubernetes clusters for container orchestration.
  • Deploying and maintaining applications within Kubernetes environments.
  • Knowledge of Charmed Kubernetes.

• Integration and Automation:

  • Integrating OpenStack and Kubernetes technologies for seamless operation.
  • Developing automation scripts and tools for provisioning, monitoring, and scaling cloud resources.

• Performance Monitoring and Optimization:

  • Monitoring system performance and optimizing configurations for maximum efficiency.
  • Troubleshooting and resolving issues related to OpenStack and Kubernetes environments.
  • Troubleshooting skills with respect SDN OVN networking, performance benchmarking with respect to CPU and disk utilization.
  • Knowledge on Elastic search, Logstash, Kibana monitoring stacks.

• Security and Compliance:

  • Implementing security best practices and ensuring compliance within OpenStack and Kubernetes setups.
  • Managing access controls, authentication, and authorization mechanisms.
  • Good to have knowledge on CIS benchmarking.

• Documentation and Reporting:

  • Creating and maintaining technical documentation, including system configurations and operational procedures.
  • Generating regular reports on system performance, capacity, and utilization.

• Collaboration and Support:

  • Collaborating with cross-functional teams to integrate OpenStack and Kubernetes solutions with existing systems.
  • Providing technical support and assistance to resolve issues related to cloud and container environments.

• Requirements

• Hands-on experience with OpenStack deployment, configuration, and management.

• Strong experience in Linux system administration and with scripting languages (e.g., Python, Bash) for automation and management tasks.

• Knowledge of Software Defined Storage systems such as Ceph.

• Proficiency in deploying and managing Kubernetes clusters in production environments.

• Strong understanding of containerization concepts, Docker, and container orchestration with Kubernetes.

• Knowledge of cloud-native principles and microservices architecture.

• Excellent troubleshooting, problem-solving, and communication skills.

• Prior experience in a customer-facing support role.

• Relevant certifications such as Red Hat Certified System Administrator (RHCSA), Red Hat Certified Engineer (RHCE), Certified OpenStack Administrator (COA), and Certified Kubernetes Administrator (CKA) would be preferred.

• Additional Skills (optional)

• Familiarity with other cloud platforms like AWS, Azure, or GCP.

• Experience with software-defined networking (SDN) solutions in cloud environments.

• Knowledge of infrastructure as code (IaC) tools like Terraform or Ansible for provisioning and configuration management.