Cloud Support Technician (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.
Primary Responsibilities and Accountabilities

• Maintain and support multiple customer environments.
• Work a standard 40+ hour week with flexibility for business needs.
• Update and manage ticket backlog in accordance with internal policies.
• Provide crisis management by identifying high-priority issues and escalating appropriately.
• Deliver a customer-first experience while managing tickets via phone and email.
• Collaborate effectively with your immediate team and across all company divisions.
• Engage internal and external resources-including technical engineers, account teams, and project managers-to troubleshoot and resolve issues.
• Drive solutions that lead to resolution or mitigation with a high level of customer satisfaction.
• Follow guidance and direction from senior engineers while contributing to team goals.
• Remain flexible to customer-facing responsibilities, including travel to customer sites as required.

Minimum Qualifications

• High school diploma/GED with less than 2 years of experience; or no diploma/GED with 2 years of experience.
• Strong communication, presentation, writing, and organizational skills.
• Ability to manage time effectively and adapt to shifting priorities.
• Willingness to work alternative days and shifts as needed (e.g., Tuesday-Saturday or Sunday-Thursday; Day, Evening, or Night shifts).
• Basic knowledge of Microsoft Active Directory (password resets, security groups).
• Basic networking knowledge (IP address, MAC address, Layer 1 vs. Layer 2).
• Proficiency with general computer usage, internet, and Microsoft Office applications.

Preferred Qualifications

• Experience with Fortigate firewalls.
• SD-WAN management expertise.
• Advanced networking skills (NAT, Subnetting, VPN, Fortigate, vShield Edge).
• Server performance monitoring.
• Familiarity with N-able (RMM platform).
• Prior experience in a Managed Service Provider (MSP) environment.

USD 23.65 - 35.48 per hour
Compensation:
Hourly base pay rate is $23.65 - $35.48/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.