Senior Cloud Engineering Support Specialist

100% Remote
Position Overview:
As a Senior Cloud Engineering Support Specialist in our Network Operations Center (NOC), you will help ensure the operational success of Rapidscale clients and internal teams by owning projects critical to our business. Responsibilities include troubleshooting incidents, monitoring server health and backups, assisting with client communication, creating formal documentation processes, and tracking internal ticket progress. Cloud Support Engineers at Logicworks spend most of their time working with new technologies, such as AWS and Azure, at a breakneck pace in a fun collaborative environment.
Responsibilities

• Provide an excellent customer experience by troubleshooting, updating, and resolving client problems.
• Utilize our ticketing system to create, monitor, and update tickets
• Troubleshoot in-depth system issues and backup failures in our client's environments
• Perform daily server monitoring of our client's servers
• Perform change requests based on client's need
• Deploy new instances within our client's AWS and Azure environments
• Perform Quality Control for VM and instance builds in our client's AWS & Azure environments
• Create technical documentation & drive operational process improvement
• Compile server utilization reports to help clients with capacity planning
• Train and develop skills in new technologies relevant to Logicworks' business
• Perform and troubleshoot routing and networking issues

What we Look for

• AWS Certified Solutions Architect - Associate or AZ-104 certification
• 2-3 years of related technical support experience in a fast-paced / high ticket volume environment
• Familiarity with Linux/Unix and/or Windows Server Administration, both preferred
• Excellent customer service and strong written/verbal communication skills
• Knowledge of AWS and other cloud platforms
• Excellent troubleshooting skills
• High attention to detail
• Ability and curiosity to learn a full range of technology platforms and data network systems as well as apply new skills rapidly
• An interest in emerging technologies
• We are a 24/7 company, and thus this position requires availability of nights and weekends. We are, however, flexible with scheduling and the needs of our employees.

Nice-to-have Technical Skills

• Puppet or other configuration management tooling experience
• Infrastructure as Code experience (Terraform/ARM/CloudFormation)
• Familiarity with 3rd party security tooling (AlertLogic, ThreatStack, TrendMicro, Duo, etc.)
• Hands-on experience with OS-level patching
• Exposure to AWS or Azure networking concepts (VNet, ExpressRoute, VPC, Transit Gateway, etc.)
• Understanding in Google Cloud architecture and support

Successful contributors at Logicworks display the following personality traits:

• They're intensely curious while displaying analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
• They display strong communication and presentation skills, both oral and written and are comfortable with individual and group presentations
• They have cultivated strong interpersonal skills and have experience initiating and building positive relationships
• They are comfortable within a rapidly changing technical environment and are comfortable with ambiguity

What makes this an exciting opportunity?
Working at a high-growth company is exciting on many levels. You'll have wide latitude to grow your technical skills and the company actively encourages learning and reimburses for gaining industry recognized certifications. You'll find unusually broad opportunities to expand your knowledge and grow your career. New ideas and lateral thinking are the norm, and you'll find your team and other cross-functional groups are receptive to them, because everything you do here is visible and matters. We are in an industry (the hyper cloud) that is doing cool stuff and the pace-of-change creates exponential areas of growth opportunity - both personally and professionally. Rapidscale consistently earns high reviews from employees, has a lengthy employee retention average, and has been voted a Best Place to Work year over year.
We would love to hear more about you and how you may be a good fit for the role. Apply below to hear more about the opportunity and team.
About Rapidscale
Rapidscale, a subsidiary of Cox Communications, helps customers migrate, run, and operate mission critical workloads in public, private, and multi-tenant clouds with security, scalability, and efficiency baked in. Our innovative Cloud Operations Platform combines world-class engineering talent, policy-as-code, and integrated tooling to enable customers to confidently meet compliance regulations, security requirements, cost control, and high availability. Together with our team of dedicated certified engineers and decades of IT management experience, we ensure our customers' success across every stage of the Cloud Adoption Framework.
USD per hour
Compensation:
Hourly base pay rate is $ $46.35/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.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.