Company
Cox Communications, Inc.
Engineering / Product Development
Cloud Engineering Support Specialist II
Individual Contributor
Can work remotely but need to live in the specified city, state, or region
Yes, 5% of the time
Day
Compensation
Hourly base pay rate is $25.58 - $38.37/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.
As a Cloud Operations Specialist in our Network Operations Center (NOC), you will help ensure the operational success of RapidScale’s clients and internal teams by providing world-class Tier 1 support. Your responsibilities will include coordinating, and monitoring infrastructure in AWS, Azure, and Google Cloud. You will also be maintaining our call center queue, and break/fix ticket queues daily to ensure clients’ needs are met with little to no down time. This is an entry-level position for a cloud technologist who’s looking to start a career in Engineering.
Responsibilities:
- Manage and maintain remote monitoring and management systems.
- Onboard and offboard clients and agents.
- Troubleshoot and resolve issues with remote agents.
- Perform and remediate issues identified from routine client health checks.
- Develop and implement automation scripts.
- Provide thorough and excellent technical support to clients as needed.
- Use their expertise in performance monitoring tool alerts, dashboards, and data trend analysis in a monitoring tool.
- Employ customer service expertise to help manage tasks and organize large amounts of data to use for instrumentation into an enterprise monitoring solution.
- Provide technical solutions to a wide range of difficult problems. Create, develop and tweak documentation.
- Work closely with the monitoring operations teams, production support, performance test teams, operations, application owners and application owners to deliver best-in-class monitoring.
- Responsible for reducing Mean Time to Resolve (MTTR) incidents.
- Support day to day administration, maintenance, and management of monitoring tools.
- Ensures monitoring products and integrations are functioning correctly and works with owners to modify as required.
- Monitor the responsiveness and availability of critical systems for our customers and internal systems.
- Act promptly to events and alerts to resolve potential issues and operational risks.
- Check dashboards and coordinate the resolution of incidents.
- Continuously analyze platform behavior and give recommendations for improvements based on facts to support all aspects of the day-to-day operations.
- Participate in continuous improvement initiatives to enhance client service, efficiency and reliability
- Follow procedures to detect issues and troubleshoot accordingly.
- Analyze logs, charts and metrics to find insightful information for incident or problem resolution.
- Write and maintain up-to-date technical documentation related to the position.
- Participate actively in incident and problem management.
Requirements:
- High School Diploma/GED and 3 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 up to 1 year of experience; or 5 years’ experience in a related field
- Foundational Cloud Certification in any of the following service providers: Google Cloud, AWS, or Azure
- Experience working with Remote Monitoring and Management tools
- Experience in working with Cloud and hybrid infrastructure is preferred
- Experience with Microsoft Windows patch management
- Experience with automation development
- Experience with PowerShell scripting
- Experience with using service request ticketing systems, preferably JIRA
- Innovative thinker, able to identify problems and develop creative solutions
- Passion and drive for outstanding results
- Technical experience troubleshooting issues in Microsoft and Linux environments
- Strong organizational and time management skills
- Excellent verbal and textual communication skills
- Experience with creating technical documentation
- Experience with gathering and organizing large amounts of data to use for instrumentation in an Enterprise monitoring solution
- Experience with recommending baseline monitoring thresholds and performance monitoring KPIs and SLAs
- Ability to provide monitoring tool infrastructure recommendations
Successful contributors at RapidScale 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. 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 industry (the hyper cloud) that is doing cool stuff and the pace-of-change creates exponential areas of growth opportunity - both personally and professionally.
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. 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, parental leave, and COVID-19 vaccination leave.
Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
