Manager Cloud Support (RapidScale)

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.
We're hiring a Manager to lead our Cloud Support organization. In this role, you'll oversee existing customer care teams while helping evolve our Tier 3 support function into a world class reliability and operational engineering organization. Cloud Support is about much more than resolving issues promptly. It's about ensuring customers derive maximum value, stability, and resiliency from their cloud solutions. We're looking for someone who believes that operational excellence, proactive problem management, and continuous service improvement are critical to delivering an exceptional customer experience. If you're passionate about improving reliability, reducing systemic risk, and driving incredible customer outcomes at scale, we want to hear from you.
What You'll Do
Simply put, you'll own and architect the delivery of exceptional cloud support throughout the customer lifecycle. Here's how you'll make an impact:

• Run Tier 3 support like a reliability engineering function by driving high severity incident response, operational excellence, and systemic risk reduction.
• Oversee and own outcomes of customer engagement and issue resolution, ensuring incidents are addressed professionally, quickly, sustainably, and with a strong focus on long term prevention.
• Establish Tier 3 engineering standards for diagnostics, telemetry, root cause isolation, and operational readiness across cloud infrastructure and managed services environments.
• Build measurable reliability practices and targeted KPIs, identify efficiencies through automation, and drive training opportunities that uplift Tier 1 and Tier 2 support organizations.
• Own the Problem Management lifecycle, including root cause analysis (RCA), corrective actions, recurring issue elimination, and continuous service hardening.
• Partner closely with Engineering and Security teams to resolve platform defects, improve observability, strengthen configurations, and enhance operational resiliency at scale.
• Work with executive leadership to develop and execute strategies that improve customer experience, operational performance, and service delivery quality while maintaining high standards across globally distributed teams.
• Define and monitor key Customer Care and operational quality metrics to identify systemic issues, operational gaps, and emerging business risks.
• Identify and drive resolution of complex business, functional, technical, and operational issues that may impact customer experience or platform reliability.
• Create and scale a global delivery model aligned to operational security, Tier 3 quality expectations, and long term business growth.
• Develop and execute onshore, nearshore, and offshore support strategies to support evolving operational and customer demands.

Who You Are
You're an empathetic and technically grounded leader who knows how to effectively, firmly, and gracefully drive operational change while building high performing teams.
Minimum Qualifications

• Bachelor's degree in a related discipline and 6 years of experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years of experience, a Ph.D. and 1 year of experience, or 10 years of relevant experience in lieu of a degree.
• 1+ year of experience in a management or lead role.
• Experience leading and developing large scale technical operations or support organizations
• Proven success building and executing operational strategies that improve reliability, scalability, and customer experience.
• Experience integrating and managing global staffing models that include nearshore and offshore resources.
• Experience scaling customer operations to support business growth and changing market demands.
• Demonstrated success driving customer satisfaction, operational performance, and service reliability metrics.
• Strong escalation management and incident response experience with a relentless sense of urgency and accountability.
• Experience leading globally distributed teams in managed services, professional services, cloud operations, or IT operations environments.

Experience and Knowledge That Will Make You Successful

• Cloud platforms including Azure, AWS, and GCP.
• Identity and security technologies including Entra ID (Azure AD), MFA, Conditional Access, PAM, SIEM, and SOAR.
• Infrastructure platforms including VMware, VDI/DaaS, networking, storage, and backup/disaster recovery solutions.
• Monitoring, observability, and IT operations tooling including ServiceNow, NinjaOne, VMware Aria, Grafana, and related platforms.
• Automation and infrastructure as code experience using PowerShell, Python, Terraform, or similar technologies.
• Familiarity with ITIL frameworks, incident management, problem management, and operational best practices.

USD 101,500.00 - 169,100.00 per year
Compensation:
Compensation includes a base salary in the range of $101,500.00 - $169,100.00. The base salary may vary within the anticipated base pay 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 an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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.
EOE, including disability/vets