Senior Cloud Engineering Support Specialist (RapidScale)

Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Sr Cloud Engineering Support Specialist

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Night

Compensation

Hourly base pay rate is $30.87 - $46.35/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.

Job Description

100% Remote

Position Overview:

As a Senior Cloud Engineering Support Specialist in our Network Operations Center (NOC), you will help ensure the operational success of Rapidscale clients and internal teams by owning projects critical to our business. Responsibilities include troubleshooting incidents, monitoring server health and backups, assisting with client communication, creating formal documentation processes, and tracking internal ticket progress. Cloud Support Engineers at Logicworks spend most of their time working with new technologies, such as AWS and Azure, at a breakneck pace in a fun collaborative environment.

Responsibilities

• Provide an excellent customer experience by troubleshooting, updating, and resolving client problems.
• Utilize our ticketing system to create, monitor, and update tickets
• Troubleshoot in-depth system issues and backup failures in our client's environments
• Perform daily server monitoring of our client's servers
• Perform change requests based on client's need
• Deploy new instances within our client's AWS and Azure environments
• Perform Quality Control for VM and instance builds in our client's AWS & Azure environments
• Create technical documentation & drive operational process improvement
• Compile server utilization reports to help clients with capacity planning
• Train and develop skills in new technologies relevant to Logicworks’ business
• Perform and troubleshoot routing and networking issues 

What we Look for

• AWS Certified Solutions Architect - Associate or AZ-104 certification
• 2-3 years of related technical support experience in a fast-paced / high ticket volume environment
• Familiarity with Linux/Unix and/or Windows Server Administration, both preferred
• Excellent customer service and strong written/verbal communication skills
• Knowledge of AWS and other cloud platforms
• Excellent troubleshooting skills
• High attention to detail
• Ability and curiosity to learn a full range of technology platforms and data network systems as well as apply new skills rapidly
• An interest in emerging technologies
• We are a 24/7 company, and thus this position requires availability of nights and weekends. We are, however, flexible with scheduling and the needs of our employees. 

Nice-to-have Technical Skills

• Puppet or other configuration management tooling experience
• Infrastructure as Code experience (Terraform/ARM/CloudFormation)
• Familiarity with 3rd party security tooling (AlertLogic, ThreatStack, TrendMicro, Duo, etc.)
• Hands-on experience with OS-level patching
• Exposure to AWS or Azure networking concepts (VNet, ExpressRoute, VPC, Transit Gateway, etc.)
• Understanding in Google Cloud architecture and support

Successful contributors at Logicworks display the following personality traits:

• They’re intensely curious while displaying analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
• They display strong communication and presentation skills, both oral and written and are comfortable with individual and group presentations
• They have cultivated strong interpersonal skills and have experience initiating and building positive relationships
• They are comfortable within a rapidly changing technical environment and are comfortable with ambiguity

What makes this an exciting opportunity?

Working at a high-growth company is exciting on many levels.  You’ll have wide latitude to grow your technical skills and the company actively encourages learning and reimburses for gaining industry recognized certifications.  You’ll find unusually broad opportunities to expand your knowledge and grow your career.  New ideas and lateral thinking are the norm, and you’ll find your team and other cross-functional groups are receptive to them, because everything you do here is visible and matters.  We are in an