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Lead Cloud Support Engineer - RapidScale

  • Hybrid work
  • Full time, Day
  • Travel: Yes, 5% of the time

Job Category: Engineering / Product Development

Job Level: Individual Contributor

Division: Cox Communications


  • 301 Hillsborough St, Raleigh, North Carolina
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RapidScale, a COX Business Company, is one of the fastest growing Cloud Computing companies in the industry. Based in Irvine, CA, the company has a solid track record of delivering world class products and services to our customers located throughout the country and around the globe. RapidScale 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.

Duties and Responsibilities:

  • Maintain multiple customer environments.

  • 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.

  • 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.

  • Provide Feedback on process and tool improvements

  • Own Root Cause Analysis on any high priority case.


  • High School Diploma/GED and 7 years’ experience in a related 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 5 years’ experience; or 9 years’ experience in a related field

  • Excellent communication, presentation, writing, and editorial abilities.

  • Excellent organizational and time management skills.

  • Flexibility to work alternative days and shifts as needed.

  • Preferred MSP experience.

Minimum Technical Qualifications:

  • Microsoft AD (password resets, security groups, Sites & Services, Replication, Time Synchronization, DNS, DHCP)

  • Networking (strong understanding of the networking concept on the CCNA level: L2 (mac address, switching, VLAN), L3: IP addressing, routing; network security: firewalls, PKI, VPN)

  • Ability to research complex issues and implement innovative solutions

  • Windows/Mac networking basics

  • Proficiency in computer usage, internet, and Microsoft Office suite of applications.

  • Windows Server 2012, 2016 etc.

  • Basic Understanding of SQL

  • VMWare Virtualization Basics (Understanding virtualization concept, ability to navigate vCloud/vCenter)

Preferred Technical Qualifications:

  • Advanced routing and switching knowledge: dynamic routing, high availability, first hop redundancy, VRF, tunneling

  • Fortigate: NSE4 and higher (or new system equivalent) with a full understanding of all topics

  • Experience and understanding of other Forti-family products: EMS, Fortimanager, Forticlient, FortiAnalyzer

  • SD-WAN management: understanding an SD-WAN concept. For now, focusing on VMWare SD-WAN: strong understanding of all key elements and their interwork.

  • Cisco router/switch management; FMC; Meraki switching and wireless

  • Sales Force

  • UNIX, LINUX, REDHAT – basic understanding, ability to navigate

  • OSX - Mac OS – basics

  • High level of confidence and ability to make a technical decision on the spot

  • Proficiency in using networking troubleshooting tools such as Command line utilities, Sysinternals, NetMap, Wireshark, tcpdump, debugging, etc.

  • Ability to obtain and process raw information to provide reports on different technical and human-relation topics

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today! 

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today! 


Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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