Cloud Engineering Support Specialist II (RapidScale)

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.
As a Cloud Operations Specialist within our Network Operations Center (NOC), you will play a vital role in ensuring the operational success of RapidScale's clients and internal teams by providing world-class support. You will be responsible for coordinating and monitoring infrastructure in AWS, Azure, and Google Cloud, as well as managing our call center and break/fix ticket queues to minimize downtime and ensure prompt resolution of client needs. This entry-level position is perfect for a cloud technologist eager to begin a career in engineering.
Key Responsibilities:

• Remote Monitoring & Management : Manage and maintain remote monitoring and management systems to ensure uptime and performance.
• Client Onboarding/Offboarding : Assist with onboarding and offboarding of clients and agents to the system.
• Issue Troubleshooting : Troubleshoot and resolve issues related to remote agents and cloud infrastructure.
• Routine Health Checks : Perform client health checks and remediate identified issues.
• Automation : Develop and implement automation scripts to improve operational efficiency.
• Technical Support : Provide thorough technical support to clients, ensuring prompt and effective resolution of issues.
• Performance Monitoring : Use performance monitoring tools to track alerts, dashboards, and data trends.
• Customer Service : Manage tasks and organize large datasets for integration into enterprise monitoring solutions.
• Technical Solutions : Provide technical solutions to complex problems, developing and refining documentation as needed.
• Collaboration : Work closely with monitoring operations, production support, performance teams, and application owners to deliver best-in-class monitoring.
• MTTR Reduction : Focus on reducing Mean Time to Resolve (MTTR) for incidents.
• Monitoring Tool Administration : Support day-to-day administration and maintenance of monitoring tools.
• Incident Management : Respond promptly to events and alerts, coordinating the resolution of incidents.
• Platform Analysis : Continuously analyze platform behavior and provide recommendations for improvement.
• Continuous Improvement : Participate in initiatives aimed at enhancing client service, operational efficiency, and reliability.
• Troubleshooting & Documentation : Follow procedures to detect and troubleshoot issues, while maintaining up-to-date technical documentation.
• Incident and Problem Management : Actively engage in incident and problem management processes.

Qualifications:
Minimum Requirements:

• High School Diploma/GED and 3 years' experience in a related field. 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 up to 1 year of experience; or 5 years' experience in a related field.
• Cloud Certification : Foundational Cloud Certification in any of the following: Google Cloud, AWS, or Azure.

Technical Skills :

• Experience with Remote Monitoring and Management (RMM) tools.
• Familiarity with Cloud and hybrid infrastructure is preferred.
• Experience in Microsoft Windows patch management and automation development.
• Proficiency with PowerShell scripting.
• Experience with service request ticketing systems (preferably JIRA).
• Documentation : Experience creating and maintaining technical documentation.
• Data Management : Ability to gather, organize, and use large data sets for instrumentation in enterprise monitoring solutions.
• Monitoring Recommendations : Experience recommending baseline monitoring thresholds and performance KPIs/SLAs.
• Monitoring Infrastructure : Ability to provide recommendations for monitoring tool infrastructure.

Key Traits of Successful Contributors:

• Curiosity & Analytical Thinking : Highly curious with excellent problem-solving, analytical, and situational awareness skills.
• Communication Skills : Strong oral and written communication skills; comfortable presenting both individually and in groups.
• Relationship Building : Strong interpersonal skills with experience initiating and building positive relationships.
• Adaptability : Comfortable in a rapidly changing technical environment and dealing with ambiguity.

Why This Is an Exciting Opportunity:
Working at RapidScale offers a unique chance to grow within a high-growth, fast-paced company. You'll have the autonomy to expand your technical skills, with extensive opportunities for learning and career development. We foster a culture of innovation, where new ideas are encouraged and valued, and your work will directly impact the company's success. The hyper-cloud industry is thriving, and the pace of change provides numerous personal and professional growth opportunities.
USD 25.58 - 38.37 per hour
Compensation:
Hourly base pay rate is $25.58 - $38.37/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, parental leave, and COVID-19 vaccination leave.
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