Cloud Support Technician (RapidScale)

Cox Communications
parental leave, paid time off, paid holidays
United States, North Carolina, Raleigh
301 Hillsborough Street (Show on map)
Jul 15, 2025
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. Primary Responsibilities and Accountabilities: RapidScale is hiring a Cloud Support Technician to our Tier 1 technical support team. In this role you will: Maintain multiple customer environments. Update and Manage ticket backlog based on internal policies. Identify any high priority issues and escalate to next level. First experience while utilizing phones and email to manage tickets. Work cohesively with team as well as all divisions of company. Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers. Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction. Be able to listen to, accept, and follow direction from more senior engineers. Minimum: High school diploma/GED & generally less than 2 years of experience or without high school diploma/GED, 2 years of experience Excellent communication, presentation, writing, and editorial abilities. Excellent organizational and time management skills. Flexibility to work alternative days and shifts as needed. Days Example: Tuesday - Saturday or Sunday - Thursday. Shifts Example: Day, Evening, Night Basic Microsoft AD (password resets, security groups) Basic Networking (IP address, Mac address, Layer 1 VS Layer 2) Proficiency in computer usage, internet, and Microsoft Office suite of applications. Preferred: Fortigate SD-WAN management Advanced Networking - NAT, Subnet, VPN, Fortigate, vShield Edge Server Performance Monitoring N-able MSP experience. 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.