Cloud Support Engineer III

Job Summary

Rapid Scale is one of the fastest growing Cloud Computing companies in the industry. The company has a solid track record of delivering world class products and services to our customers. Rapid Scale is seen as a leader in desktop virtualization with marked success in application virtualization. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise “Flex Pod” cloud stack.

• Maintain multiple customer environments.
• Work 40+ hours a week.
• Update and Manage case backlog based on internal policies.
• Crisis Management - Identify any high priority issues and resolve them.
• Provide a Customer-First experience while utilizing phones and email to manage cases.
• Work cohesively with team as well as all divisions of company. Customer-first approach.
• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, 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.
• Flexibility to be customer facing and travel to customer sites.
• Act as technical escalation for NOC, Level I & II Engineers.
• Contribute to technical knowledge base.
• Coach / Mentor NOC, Level I & II Engineers.
• Deliver trainings to NOC, Level I & Level II Engineers.
• Perform Escalation Manager duties.
• Review cases, identify trends, and drive problem resolutions.
• Perform technical review of environments transitioning from implementation team to support team.
• Deep dive technical problems and create full resolutions to issues.
• Understand how technologies work together to see bigger picture of issues.
• Review and manage top tier customer environments to prevent major issues.
• Act as final escalation point for support team.
• Be available for on-call & weekend shifts.
• Perform Customer Onboarding & Critical Account roles and responsibilities.
• Participate in interviewing potential new hires.