Senior Cloud Engineering Support Specialist (RapidScale)

Job Description

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies.

Key Responsibilities

• Support and maintain multiple customer environments.
• Manage ticket queues and escalate high-priority incidents as needed.
• Deliver a customer-first support experience via phone, email, and ticketing systems.
• Collaborate across teams, vendors, and internal stakeholders to resolve issues.
• Troubleshoot, resolve, and document technical issues with a focus on customer satisfaction.
• Maintain accurate documentation, spreadsheets, and internal knowledge base articles.
• Provide technical guidance, training, and RFC reviews for junior engineers.
• Ensure environments are patched, secure, and running supported OS, applications, and updates.
• Implement upgrades, LTSR/CU releases, and security patches.
• Independently research new technologies and share knowledge with the team.
• Participate in on-call schedules and flexible shifts as required.
  
  

Technical Skills

• Windows & Active Directory: User/group management, GPOs, DNS, DHCP, IIS.
• Backup & Recovery: Veeam backup and replication (on-prem and cloud), retention policies, disaster recovery, ransomware recovery.
• Networking & Security: DNS troubleshooting, IPv4, firewalls, network security concepts.
• Infrastructure Monitoring: Server performance metrics, patch management, and troubleshooting.
• Experience with tools such as Fortigate, N-Able, and Veeam preferred.
  
  

Qualifications

Minimum

• High School Diploma/GED and 5 years' experience in technical support experience. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years' experience; or 7 years' experience in a
  
  

related field

• 2 years of hands-on experience with Veeam backup and replication.
• Working knowledge of Active Directory, Windows environments, and basic networking.
• Understanding of cloud and "as-a-service" models (VDI, O365, Azure/AWS).
  
  

Preferred

• Relevant certifications preferred (Network , Security , AZ-900, Azure, AWS).
• Strong communication, troubleshooting, and time management skills.
• MSP experience preferred.
• Flexibility to work varied shifts (days, evenings, nights, weekends).
  
  

USD 35.58 - 53.37 per hour

Compensation

Hourly pay rate is in the range of $35.58 - $53.37/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, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.