Lead Network Support Specialist (RapidScale)

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 are seeking a Lead Network Support Specialist with a high level of network expertise to serve as the technical authority within our Managed Network Organization (MNO), which delivers and supports managed network services for external customers. This role requires an expert in SD-WAN, firewalls, network security, routing, and switching, with a passion for solving the toughest network challenges.
As the Tier-2 next level escalation, this engineer will take on the most complex customer problems that no one else has been able to resolve. They must be able to troubleshoot intricate network designs, restore critical services under pressure, and lead technical resolution efforts, even with frustrated customers on the line. The ideal candidate thrives in high-stakes situations, keeping troubleshooting efforts on track while maintaining customer confidence.
This is more than a technical role, it's a leadership position within the NOC, where this lead support specialist will be the go-to expert, setting the standard for problem resolution and driving operational excellence. If you have the expertise, composure, and determination to be the "superhero" customers and teams turn to in a crisis, we want you on our team.
PRIMARY RESPONSIBILITIES:
The primary objective of this role is to manage, prioritize, perform incident commanding, and resolve complex client service issues, both escalated and non-escalated, by considering the level of criticality and applying deep technical expertise and structured troubleshooting methodologies. This role ensures rapid issue resolution while maintaining compliance with service level agreements (SLAs) and serves as the third-line escalation point for the most challenging incidents, requiring advanced problem-solving and critical thinking.

• Serve as a technical leader for all RapidScale network support and monitoring teams
• Act as a subject matter expert for MNO and serve as escalation point for complex customer issues
• Troubleshoot escalated issues with external customers and network/telecom providers.
• Provide excellent customer service when working with customers either internal or external
• Serve as the escalation point for network issues escalated by Tier 1 and Tier 2 support teams.
• Join major event/incident calls, use technical and analytical skills to resolve network issues that impact RapidScale Network Managed customer services
• Provide mentorship and technical guidance to Tier 1 and Tier 2 RapidScale Managed Network NOC personnel.
• Lead resolution of sensitive Diamond and Platinum customer escalations escalated to MNO leadership
• Accept call overflows for frontline NOC support team during major outages
• Assist with the development of policies and procedures for maintaining network infrastructure
• Prepare and maintain up-to-date documentation, including customer service network topology documents, run books, detailing the deployment of various solutions.
• Participate in on-call network support rotation

Minimum Qualifications:

• 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
• Customer service oriented with attention to detail
• Experience with a ticketing system and managing a ticket queue
• Solve complex technical problems with little supervision and escalate when appropriate
• Exceptional analytical and problem-solving skills that has ability to identify and analyze problems swiftly
• Ability to manage escalations effectively
• Ability to work and partner with internal peers, vendors, and external customers, to drive escalated customer issues to resolution
• Extensive technical knowledge of current network hardware, protocols, and Internet standards, including routers, switches (layer 2/3), firewalls, remote access, VPN, IPsec, BGP, VLAN, VRF, and QoS
• Proven experience with vendor agnostic network switching, network security, wireless, and routing equipment

Preferred Qualifications:

• 15 years of experience in the networking industry
• Experience as NOC /Network Engineer.
• Passion for technology and teamwork focused attitude with an ability to learn new technologies.
• Extensive experience with LAN, WAN, SD-WAN, and Wi-Fi technologies
• Thorough technical knowledge of various technologies such as Fortigate, SD-WAN, Cisco Routers, and Cisco Meraki
• Any of the following Certifications: Cisco CCNP, Fortinet NSE4-7, VMware/Velocloud SD-WAN, Cisco SD-WAN Solutions (300-415 ENSDWI) Exam

USD 38.17 - 57.21 per hour
Compensation:
Hourly base pay rate is $38.17 - $57.21/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.
Benefits:
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, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.