Senior Cloud Support Engineer (VDI Specialist) (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.
What You'll Do
You'll play a critical role in maintaining and supporting customer environments, ensuring uptime, performance, and exceptional service delivery. This role is ideal for someone who thrives on troubleshooting, getting hands-on with technology, and solving complex issues across cloud and virtualization platforms.

• Own and maintain multiple customer environments with a focus on stability, performance, and proactive management.
• Manage and prioritize ticket queues following internal SLAs and escalation procedures.
• Identify and escalate high-priority or critical issues through proper channels; act as point of contact during crisis events.
• Deliver an exceptional Customer First experience via phone, email, and ticketing system communication.
• Collaborate cross-functionally with technical engineers, account teams, and project managers to resolve issues efficiently.
• Take full ownership of technical troubleshooting from root cause analysis through resolution while documenting outcomes for team learning.
• Research and self-educate on new technologies, tools, and best practices, sharing knowledge through internal documentation and knowledge base updates.
• Interface directly with vendors to drive resolution of technical issues.
• Maintain accurate records in documentation tools and operational spreadsheets.
• Contribute to continuous improvement by reviewing and updating internal Knowledge Base (KB) articles.

Who You Are
You're a hands-on engineer with a strong troubleshooting mindset, deep technical curiosity, and a passion for helping customers. You work well under pressure, learn fast, and love solving problems in real time.
Qualifications
Minimum Requirements

• High School Diploma/GED and 5 years of hands on experience in a related technical 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 3 years' experience; or 7 years' experience in a related field (i.e. progressively responsible, hands-on experience in systems administration or cloud operations)
• Demonstrated expertise in troubleshooting complex technical issues across Windows and virtualized environments.
• Experience managing VDI environments such as:
  • Citrix XenApp/XenDesktop
  • Azure Virtual Desktop (AVD)
  • Remote Desktop Services (RDS)
• Shift is M-Fri
• Willingness to participate in a 24x7 on-call rotation.

Core Technical Skills:

• VDI Technologies: Citrix Workspace/Director, RDS, VMware Horizon-user session troubleshooting and configuration.
• Microsoft Active Directory: Password resets, object and group management, GPOs, DNS/DHCP, replication, IIS, etc.
• Windows Server Management: Windows Server 2016, 2019, 2022.
• Server Health & Performance: Monitoring and tuning CPU, memory, disk, and I/O performance.
• Print & File Server Management: Deployment, troubleshooting, and disk management.
• Application Support: Installing and troubleshooting third-party software (Adobe, QuickBooks, Zoom, Sage, etc.).

Preferred Experience & Certifications:

• Certifications: AZ-900, AZ-104, Server+, Network+, Security+.
• Citrix Policy & SSL Certificate Management.
• Advanced Windows OS & PowerShell scripting proficiency.
• Virtualization Expertise: VMware ESXi, vSphere, vCenter, vCloud.
• Working knowledge of parallel technologies:
  • Networking: FortiGate firewalls.
  • O365/Exchange administration.
  • Azure AD identity management.
  • MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin.
  • Backup/Recovery: Veeam.

USD 35.58 - 53.37 per hour
Compensation:
Hourly base pay rate is $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. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.