The Cloud Support Supervisor manages team performance, analyzes data for improvement, supports customer success, and handles complex technical issues.
At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help mid-market 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.
What You'll Do
Working alongside a manager, you'll play a critical role in managing key tactical responsibilities that support the department's success. You'll balance competing priorities, surface insights from data, and support team and client needs with precision and urgency.
Key Responsibilities:
Data Analysis - 25%
Team Management - 50%
Customer Success - 25%
Who You Are
You're naturally curious, eager to learn the business, and driven to solve problems. You build trust quickly, collaborate well with others, and approach your work with a sense of ownership. People enjoy working with you because you listen, follow through, and show up prepared.
Minimum Qualifications:
Preferred Qualifications:
What You'll Do
Working alongside a manager, you'll play a critical role in managing key tactical responsibilities that support the department's success. You'll balance competing priorities, surface insights from data, and support team and client needs with precision and urgency.
Key Responsibilities:
Data Analysis - 25%
- Review a minimum of 15 cases daily from your team's queue to validate quality, identify improvement opportunities, and highlight outstanding work.
- Deliver a weekly performance summary highlighting key trends, metrics, and areas for coaching.
- Develop a monthly functional review to support continuous improvement.
- Prepare operational reporting for high-priority clients.
Team Management - 50%
- Conduct weekly 1:1s with team members to support development and performance.
- Validate and submit payroll for your team.
- Draft initial staffing schedules for on-call, daily, and holiday coverage.
- Serve as the primary escalation point for your team, ensuring prompt resolution of complex issues.
Customer Success - 25%
- Participate in root cause analysis calls and contribute to the on-call rotation.
- Lead incident response and coordinate troubleshooting efforts.
- Collaborate with stakeholders to resolve portfolio-specific inquiries and escalate issues appropriately.
- Monitor and manage activity in the inbound queue.
Who You Are
You're naturally curious, eager to learn the business, and driven to solve problems. You build trust quickly, collaborate well with others, and approach your work with a sense of ownership. People enjoy working with you because you listen, follow through, and show up prepared.
Minimum Qualifications:
- High School Diploma or GED and 5+ years of experience in a relevant field (e.g., customer-facing support desk).
- OR a bachelor's degree in a related discipline with 3+ years of experience
- OR a master's degree with 1+ year of experience
- Strong technical troubleshooting skills and a quick learner of new systems and processes.
- Ability to interpret and respond to data-driven business questions.
- Professional demeanor, business acumen, and a growth-oriented mindset.
Preferred Qualifications:
- Previous people management experience.
- Experience working in Azure, Citrix, or with email security solutions.
- Foundational knowledge of networking concepts.
- Familiarity with Microsoft infrastructure.
- Experience working for a Managed Services Provider (MSP).
- Comfortable presenting and communicating with leadership.
Top Skills
AWS
Azure
Citrix
Email Security Solutions
GCP
Microsoft Infrastructure
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