At RapidScale, we believe exceptional technology is driven by exceptional people. As a leading provider of secure and reliable managed cloud solutions, we help businesses simplify IT and drive innovation. With a diverse portfolio that includes AWS, Azure, Google, private cloud, and cybersecurity solutions, RapidScale empowers companies to use technology as a competitive advantage. As part of the Cox family of companies, we offer outstanding benefits, prioritize work-life balance, and provide an award-winning workplace experience.
We are looking for a
Senior Network Support Specialist with extensive network expertise to act as the
technical authority within our
Managed Network Organization (MNO). This team is dedicated to delivering and supporting managed network services for external customers. The ideal candidate will be an expert in
SD-WAN, firewalls, network security, routing, and
switching, with a passion for
solving complex network challenges.
As a key
Tier-2 escalation point, you will tackle the most intricate customer problems that have remained unresolved. Your ability to
troubleshoot sophisticated network designs, restore critical services under pressure, and lead technical resolution efforts-even with frustrated customers on the line-will define your success in this role. If you thrive in high-stakes environments while maintaining customer confidence and ensuring effective troubleshooting, we want you on our team.
Primary Responsibilities: - Serve as a technical leader for all RapidScale network support and monitoring teams.
- Act as a subject matter expert for MNO, handling complex customer issues.
- Troubleshoot escalated issues with external customers and network/telecom providers.
- Provide excellent customer service for both internal and external clients.
- Act as the escalation point for network issues raised by Tier 1 and Tier 2 support teams.
- Join major incident calls and utilize your technical and analytical skills to resolve network issues affecting RapidScale Network Managed customer services.
- Provide mentorship and technical guidance to Tier 1 and Tier 2 RapidScale Managed Network NOC personnel.
- Lead resolution efforts for sensitive Diamond and Platinum customer escalations.
- Assist frontline NOC support during major outages.
- Contribute to the development of policies and procedures for network infrastructure.
- Maintain comprehensive documentation, including customer service network topologies and deployment run books.
- Participate in on-call network support rotation.
Minimum Qualifications: - High School Diploma/GED with 7 years of relevant experience or a higher degree/certification coupled with 5 years of experience; or 9 years' experience in a related field.
- Strong customer service orientation and attention to detail.
- Experience with a ticketing system and effective ticket queue management.
- Proficiency in solving complex technical problems with minimal supervision.
- Exceptional analytical and problem-solving skills and the ability to quickly identify and analyze issues.
- Effective management of escalations.
- Ability to collaborate with internal peers, vendors, and external customers to resolve escalated issues.
- Extensive technical knowledge of current networking hardware, protocols, and Internet standards, including routers, switches (layer 2/3), firewalls, VPN, IPsec, BGP, VLAN, VRF, and QoS.
- Proven experience with vendor-agnostic network switching, security, wireless, and routing equipment.
Preferred Qualifications: - 15 years of experience in the networking industry.
- Previous NOC/Network Engineer experience.
- Passion for technology and teamwork, with a commitment to continuous learning.
- Extensive experience with LAN, WAN, SD-WAN, and Wi-Fi technologies.
- Thorough 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, and Cisco SD-WAN Solutions (300-415 ENSDWI) Exam are a plus.
Compensation: The hourly base pay rate is $38.17 - $57.21/hour, with potential for additional compensation such as commissions and incentives.
Benefits: Employees receive a minimum of 16 hours of paid time off each month, 7 paid holidays, and additional leave options, including bereavement, volunteer, military, and parental leave.
About Cox Communications: As the largest private telecom company in America, Cox Communications serves 6 million homes and businesses. Our award-winning culture and comprehensive benefits make Cox an attractive workplace.
About Cox: With over 120 years of commitment to innovation across various sectors, including transportation and healthcare, Cox is dedicated to empowering employees. If you're ready to make your mark, join us today.
Please note that applicants must currently be authorized to work in the United States without sponsorship.
Cox is an Equal Employment Opportunity employer; all qualified applicants will be considered without regard to age, race, color, religion, national origin, sex, disability, or other protected characteristics.