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Cloud Support Engineer (RapidScale)
Raleigh, NC
Job Description
RapidScale is one of the fastest growing Cloud Computing companies in the industry. Based in Irvine, CA, the company has a solid track record of delivering world class products and services to our customers located throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization for both Windows and Mac applications. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise "Flex Pod" cloud stack.
Duties and Responsibilities: (Essential Duties include but are not limited to):
Work 40+ hours a week. Update and Manage ticket backlog based on internal policies. Crisis Management - Identify any high priority issues and be the next level escalation point for high priority issues. Provide a Customer-First experience while utilizing phones and email to manage tickets. Work cohesively with team as well as all divisions of company. Customer-first approach. Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers. Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction. Be able to listen to, accept, and follow direction from more senior engineers. Flexibility to be customer facing and travel to customer sites. Act as technical escalation for Customer Service Technicians. Contribute to technical knowledge base. Coach / Mentor Customer Service Technicians. Perform Escalation Manager duties.
EDUCATION/EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:
The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential duty satisfactorily. Reasonable amounts of training are provided.
Educational & Soft Skills Requirements:
Minimum Technical Qualifications:
Needed Attributes:
Inter-Relationships:
Ability to work within a cooperative team environment as well as perform assignments autonomously. This position will require working with several departments and different personalities.
Working Environment:
A Fast paced, positive, collaborative, high energy, and highly customer focused environment
Security and Compliance Requirements:
All positions at Rapidscale have role based levels of access to networks, systems, customer, and company information. Information Security is a top priority and access granted is limited to only necessary systems and information required to perform the expected job responsibilities. In this position, as an employee, you are required to protect and maintain the integrity of our company and customer information. These protections include information assets including customer and company information for any PHI, PII, billing, contact, and other related personal or proprietary information.
USD 25.58 - 38.37 per hour
Compensation:
Hourly base pay rate is $25.58 - $38.37/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Duties and Responsibilities: (Essential Duties include but are not limited to):
Work 40+ hours a week. Update and Manage ticket backlog based on internal policies. Crisis Management - Identify any high priority issues and be the next level escalation point for high priority issues. Provide a Customer-First experience while utilizing phones and email to manage tickets. Work cohesively with team as well as all divisions of company. Customer-first approach. Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers. Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction. Be able to listen to, accept, and follow direction from more senior engineers. Flexibility to be customer facing and travel to customer sites. Act as technical escalation for Customer Service Technicians. Contribute to technical knowledge base. Coach / Mentor Customer Service Technicians. Perform Escalation Manager duties.
EDUCATION/EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:
The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential duty satisfactorily. Reasonable amounts of training are provided.
Educational & Soft Skills Requirements:
- A college degree or equivalent work experience (5+ years).
- Excellent communication, presentation, writing, and editorial abilities.
- Excellent organizational and time management skills.
- Critical thinking and problem solving.
- Require limited supervision and direction. Drive results and set priorities independently.
- Ability to work on a 24x7 on-call rotation schedule.
- Flexible work hours.
Minimum Technical Qualifications:
- Technical documentation: creating and maintaining
- Microsoft Office 365's Cloud suite including Office, Teams, SharePoint, Intune and OneDrive
- Implementing Microsoft AD, Azure AD connect, Azure AD
- Engineering Single sign on (SSO)
- Working with Exchange 2010, 2013, 2016, 2019 and Exchange Hybrid servers, Exchange Online
- VMware
- Active Directory
- Exchange Online Threat Protection
- Spam Filtering
- Secure Email
- Backup Recovery
- File Transfers
Needed Attributes:
- A proven level of experience with Exchange 2010,2013,2016 and Exchange Hybrid servers
- A proven level of competence with Windows servers, Active Directory
- A proven level of competence with Spam Filter and Secure Email technology
- Ability to manage a large case load of escalations from junior engineers
- Excellent communication skills.
- Proficiency in computer usage, internet, and Microsoft Office suite of applications.
Inter-Relationships:
Ability to work within a cooperative team environment as well as perform assignments autonomously. This position will require working with several departments and different personalities.
Working Environment:
A Fast paced, positive, collaborative, high energy, and highly customer focused environment
Security and Compliance Requirements:
All positions at Rapidscale have role based levels of access to networks, systems, customer, and company information. Information Security is a top priority and access granted is limited to only necessary systems and information required to perform the expected job responsibilities. In this position, as an employee, you are required to protect and maintain the integrity of our company and customer information. These protections include information assets including customer and company information for any PHI, PII, billing, contact, and other related personal or proprietary information.
USD 25.58 - 38.37 per hour
Compensation:
Hourly base pay rate is $25.58 - $38.37/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
5+ years
Security Clearance Note
Engineering / Product Development
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