Overview & Responsibilities
An Application Support Engineer is a specialist in large-scale, complex, and distributed web infrastructure that engages in direct customer communications regarding the availability, scalability, reliability, and performance of their applications.
As an Application Support Engineer you will work with decision makers, developers, system administrators, and systems integrators on a daily basis, acting as the conduit between those who write the customer’s code and the infrastructure teams at Rackspace. The Application Support Engineer utilizes Application Performance Management (APM) tools along with knowledge of application development, frameworks, and web application architecture to proactively identify performance issues and likely points of failure as well as to resolve critical application-level issues impacting availability. These skills, paired with an understanding of customer growth and traffic patterns, enable the Application Support Engineer to develop, propose, test, and implement solutions for the infrastructure and application framework that will ensure maximum performance and uptime of customer applications.
The Application Support Engineer takes on the additional responsibility of acting as an application support subject matter expert with Rackspace. This translates to frequent involvement in representing the Critical Application Services team in meetings with product, finance, marketing, and otherinternal departments. This role also serves as an escalation point on the team for difficult or highly complex issues that exceed the technical ability of other Application Support Engineers.
An Application Support Engineer builds customer loyalty through extensive knowledge in application and infrastructure performance tuning, and works with internal teams to deliver a consistent and FANATICAL customer experience.
Provide support in tuning applications and infrastructure
Design, develop, test, and implement new configurations, architectures, and standards
Provide guidance, to customers, 3 rd party integration specialists, and/or internal teams, on solutions to increase application availability, redundancy, scalability, and performance
Assist customers and internal teams to automate processes and incorporate devops methodologies
Provide leadership and guidance when customer application-level downtime issues arise and provide RCA support as requested.
Show ownership of issues through resolution and maintain customer loyalty by serving customers via phone, tickets, and email
Key Performance Indicators
Customer/Internal Feedback (delivered via Unsat Ratings and/or email & phone)
Stability and performance of customer applications, as relates to customer uptime, using internal monitoring tools
Customer retention and growth as a result of consistently delivering high levels of service & support around customer application stability.