At RapidScale, exceptional technology is powered by extraordinary people. As a growing leader in secure, reliable, managed cloud solutions, we help SMBs and enterprises simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure, and Google and a complete set of private cloud and cybersecurity solutions, RapidScale helps companies turn technology into their most significant 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:
- Maintain multiple customer environments.
- Update and Manage ticket backlog based on internal policies.
- Crisis Management - Identify and escalate any high-priority issues to the next level.
- Provide customer-first experience by utilizing phone calls, emails, and the ticketing system to manage cases..
- Effectively engage resources inside and outside of your team to further troubleshoot and resolve issues, including other technical engineers, account teams, or project managers.
- Deliver solutions that lead to problem resolution or mitigation with high customer satisfaction.
- Independently research and learn new material/ concepts, then share the latest knowledge with the team.
- Be able to interface with Vendors to achieve resolutions for the customer.
- Assist with creating, reviewing, and updating internal Knowledge Base Articles.
- Provide technical guidance and mentorship to Skill PODs
- Provide technical reviews for RFCs to other engineers on the team.
- Ensure the client(s) environment is fully patched and running compatible components (OS, Apps, VMware Tools, etc.).
- Update Customer environments to newer Long Term Stable Releases (LTSR), Cumulative Updates (CU), and apply security patches.
- To receive, understand, and implement advanced technical procedures: Troubleshoot and document.
Who You Are:
As you've seen, this job requires someone at the top of their cloud engineering game. Because it's such a critical role, the requirements will ensure you're on track for this opportunity.
Minimum Qualifications:
- Bachelor's degree in a related discipline and 2 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and up to 2 years' experience; or 6 years' experience in a related field.
- Flexibility to work alternative days and shifts as needed.
- Manage VDI environments: Citrix, AVD
- Willingness to work on a 24x7 on-call rotation schedule.
- Certificates: CCA-V
Technology:
- Advanced Windows management:
- Active Directory - Server roles (installation, configuration, and management), Object management, Group management, GPOs, DNS, DHCP, Replication, IIS, FSMO.
- OS Optimization.
- Server Optimization - Performance Monitoring, investigation, and remediation -> Memory, CPU, Disk, I/O, AV management, scheduled maintenance, etc.
- GPO Optimization.
- Log analysis.
Intermediate Citrix (XenApp) LTSR 1912, 2203:
-
- PVS, Storefront, Director, Session Host, Base Image, NetScaler, UPM, Citrix Policies.
- Log analysis
- Advanced RDS:
- RDS Gateway, Certificates, Hosts, etc.)
- Ability to manage, renew, monitor, & and configure Certificates on multiple platforms.***
- Understanding of Cybersecurity concepts - CVE remediation, environment hardening, etc.
Preferred Qualifications:
- Certificate:
- Nerdio
- Citrix Certified Associate (CCA-AppDS, CCP, CCP-V)
- Legacy Windows OS experience, management, and troubleshooting - 2008, 2012/R2.
- Advanced Virtualization: VMware ESXi, VMware vSphere, VMware vCenter, VMware vCloud.
- Experience with N-able Management.
- Understanding of parallel technologies:
- Networking- FortiGate, VPN (Layer 1 and 2), VeloCloud, Firewall.
- Microsoft services - Outlook/ Exchange, Azure AD.
- MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin.
- Veeam Back up and Restoration - Veam Self Service portal, VBR.
USD 87,200.00 - 130,800.00 per year
Compensation:
Compensation includes a base salary of $87,200.00 - $130,800.00. The base salary may vary within the anticipated base pay 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 an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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.
In California, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.
Application Deadline: 05/22/2025
