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.
Top Skills
What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more. As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront. Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
