Lead Network Engineer (RapidScale)

Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Lead Network Engineer

Management Level

Manager - Non People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $108,800.00 - $181,400.00. 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.

Job Description

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. 

We, the Rapidscale Managed Network Operations (MNO) team, are seeking a Lead Network Engineer to serve as the highest escalation point for complex network challenges while also supervising a team that provides proactive health monitoring of customer managed networks and services. This role blends deep technical expertise with proven leadership skillset, requiring a critical thinker who can navigate and understand complex network architectures, quickly identify intricate network communication issues, with ability to troubleshoot network security and firewall failures to protect critical customer systems.

Beyond technical problem-solving, this individual will take ownership of a third-party offshore alert monitoring team, ensuring seamless 24/7 oversight of network health and performance. They will be responsible for providing clear direction during high-impact network events, coordinating response efforts across teams, incident commanding, and driving issues to resolution with efficiency and urgency. Prior team management experience is essential, as this role requires balancing hands-on technical engagement with guiding and developing both internal engineers and external monitoring resources.

The ideal candidate is an experienced network technology expert with proven leadership skills, equally comfortable tackling the toughest technical escalations, managing critical incidents, and leading teams toward operational excellence. This is an opportunity for a highly skilled engineer to leverage their leadership experience in a dynamic, high-impact environment.

PRIMARY RESPONSIBILITIES:

Essential functions of the role include resolving complex networks issues, supervising and mentoring a team of people that monitor network incidents, driving results by tracking KPI metric performance, communication, hiring and selection of quality candidates, collaboration, administration, and self-development.

• Supervise and mentor a third-party offshore alert monitoring team, ensuring seamless 24/7 network health and performance oversight.

• Act as the primary subject matter expert (SME) and lead advisor for the Managed Network Support organization, ensuring alignment with business goals and best practices.

• Provide Tier-3 support for the MNO Support teams, assisting in complex troubleshooting, issue resolution, and escalated customer situations.

• Lead incident resolution efforts for high-priority outages, guiding teams through troubleshooting and restoration procedures.

• Collaborate with Datacenter, Implementation, Product, and Technology teams on network-related projects.

• Serve as a technical leader for networking issues, supporting Tier-1 and Tier-2 MNO Support teams and Sales Engineering.

• Oversee and enhance network alert monitoring processes, reviewing performance data, coaching support agents, and driving consistent resolution of trouble cases.

• Lead team meetings and knowledge-sharing sessions, cascading key information, best practices, and performance expectations.

• Develop and improve operations processes and best practices to enhance efficiency, service quality, and response times.

• Collaborate with Cox NOC, Service Assurance, network equipment vendors, and ISP/MSP providers to ensure optimal support and resolution pathways.

• Act as a bridge between RapidScale Network Support, internal sales, customer ca