Network Security Provisioning Engineer I

The Network Security Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical service to our customers via the phone and ticketing system. Network Security Engineers ensure compliance with industry and company technical requirements, standards, and policies across the Rackspace Portfolio of products (Perimeter Security, Application Delivery & Network Defense appliances) per customer guidelines. This role develops and presents comprehensive technical solutions for customer requirements that encompass the entire customer experience. This includes the project management and quality assurance of complex installations, change management and issue resolution. The Network Security Engineer is also a key part in the customer onboarding process by working closely with the implementation team to quality check deployments as well as performs initial vulnerability assessment as part of the provisioning process. The role will also support many elements of the Rackspace Cloud product portfolio. The Network Security Engineer also contributes to continuous process improvement exercises related to service delivery. The Network Security Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

Key Responsibilities

• Provide exceptional customer support via the phone and ticketing system
• Own level-appropriate customer requests and issues, seeing them through to resolution
• Own support escalations from other engineers and support teams according to escalation procedures
• Collaborate with Service Delivery Managers and Account Executives to build strong customer relationships
• Work closely with customers in the pre-implementation process to design and architect desired customer solution.
• Work closely with the implementation team to quality check deployments and perform initial vulnerability assessment as part of the customer environment acceptance process.
• Research, plan and coordinate complex maintenance activities
• Participate in Root Cause Analysis (RCA) exercises as domain of knowledge expert to drive process & technology improvements.
• Collaborate and share knowledge with other administrators and engineers via wiki articles and training presentations
• Contribute to the development of technical best practices for administrative responsibilities
• Collaborate and contribute to the development of policy and process standards
• Ability to communicate effectively, both verbally and in writing, with customers as well as with internal stakeholders. Including preparing and presenting to customers electronically as well as on site.
• Ticket Contribution and Phone Availability: Working as a team to serve our customers, helping the overall team hit their metrics and maintaining individual metrics to be in line with peers.
• Customer satisfaction rating on work performed
• High ticket review percent average
• High level of first pass yield on written or quality inspected maintenances
• Geographical remit – Americas or International customer base

Knowledge

• Level-appropriate knowledge of and/or professional experience with:
• The Network Security Engineer has an intermediate knowledge of:
• Firewalls (Palo Alto, Cisco ASA, ASA-X and Juniper SRX), Load balancers (F5 LTM and Brocade ADX) Services, and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers.  Security technologies (IDS, WAF, RSA, IPS), Networking concepts and devices [All OSI Layers]
• The Network Engineer is:
• Passionate about technology and has a desire to constantly expand technical knowledge.  Detail-oriented in documenting information and able to own customer issues through resolution.  Able to handle multiple tasks and prioritize work under pressure.  Demonstrate sound problem-solving skills coupled with a desire to take on responsibility.

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About Rackspace TechnologyWe 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.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.