At RapidScale, we believe that exceptional technology stems from exceptional people. As a leader in secure and reliable managed cloud solutions, we empower SMBs and enterprises to simplify IT and drive innovation. Our broad portfolio includes services across AWS, Azure, Google, and a comprehensive offering of Private Cloud and Cybersecurity solutions. As part of the Cox family of companies, we provide best-in-class benefits, promote work-life balance, and champion an award-winning workplace experience.
We are on the lookout for a
Senior Network Support Engineer with extensive network expertise to fulfill the role of the technical authority within our
Managed Network Organization (MNO). This position will focus on delivering and supporting managed network services for our external customers. Ideal candidates will be proficient in
SD-WAN, firewalls, network security, routing, and switching, and possess a strong passion for addressing complex network challenges.
As a
Tier-2 escalation point, this engineer will tackle the most intricate customer issues that others have struggled to resolve. You should be adept at troubleshooting elaborate network configurations, restoring critical services under pressure, and leading technical resolution efforts-even with frustrated customers involved. If you're someone who excels in high-stakes situations, remaining composed while ensuring troubleshooting tasks are timely and effective, we want you to join our team.
This role extends beyond technical responsibilities; it is a
leadership position within the NOC. You will serve as the go-to expert, helping set the standard for problem resolution and driving operational excellence. If you possess the
expertise, composure, and determination to be the 'superhero' that customers and teams rely on during crises, we encourage you to apply.
Primary Responsibilities: - Act as the technical leader for all RapidScale network support and monitoring teams.
- Serve as the subject matter expert for the MNO and escalation point for complex customer issues.
- Troubleshoot escalated issues in partnership with external customers and network/telecom providers.
- Provide exceptional customer service for internal and external interactions.
- Handle escalated network issues from Tier 1 and Tier 2 support teams.
- Join major incident calls and utilize your technical and analytical skills to resolve network issues impacting RapidScale Managed customer services.
- Offer mentorship and technical guidance to Tier 1 and Tier 2 RapidScale Managed Network NOC personnel.
- Lead the resolution of sensitive escalations from Diamond and Platinum customers to MNO leadership.
- Assist in developing policies and procedures for network infrastructure maintenance.
- Prepare and maintain current documentation, including customer service network topology and deployment run books.
- Participate in the on-call network support rotation.
Minimum Qualifications: - High School Diploma/GED and 7 years of experience in a related field; or equivalent experience such as a degree/certification and 5 years; or 9 years of experience in a related field.
- Strong customer service orientation with keen attention to detail.
- Experience with ticketing systems and managing a ticket queue.
- Aptitude for solving complex technical problems independently, escalating when appropriate.
- Exceptional analytical skills and a swift problem-solving ability.
- Competence in managing escalations effectively.
- Ability to collaborate effectively with internal peers, vendors, and external customers to resolve issues.
- Extensive technical knowledge of current network hardware, protocols, and Internet standards (including routers, switches, firewalls, VPN, IPsec, BGP, VLAN, VRF, QoS).
- Proven experience with vendor-agnostic network equipment.
Preferred Qualifications: - 15 years of experience in the networking industry.
- Experience working as a NOC/Network Engineer.
- A passion for technology and a teamwork-focused attitude with a willingness to learn new technologies.
- Substantial experience with LAN, WAN, SD-WAN, and Wi-Fi technologies.
- In-depth technical knowledge of technologies such as Fortigate, SD-WAN, Cisco Routers, and Cisco Meraki.
- Certifications such as Cisco CCNP, Fortinet NSE4-7, VMware/Velocloud SD-WAN, or Cisco SD-WAN Solutions (300-415 ENSDWI) Exam are preferred.
The hourly base pay rate for this position is $38.17 - $57.21/hour. This range may vary based on factors such as the position's location and the candidate's qualifications. Additional compensation may include commission or incentive programs.
Employees enjoy at least sixteen hours of paid time off each month, as well as seven paid holidays annually. Additional leave options include bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must be authorized to work in the United States without current or future sponsorship.