WHO WE ARE:
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 “FlexPod” cloud stack.

DUTIES AND RESPONSIBILITIES: (Essential Duties include but are not limited to)
•    QA customers from the Implementations team and confirm they are ready for the Support team.
•    Be able to listen to, accept, and follow directions from more senior engineers.
•    Effectively further the troubleshooting, quality assurance work, and resolution of issues by engaging resources inside and outside of your team; this may include other quality assurance engineers, cloud support engineers, professional service engineers, architecture teams, account teams, or project managers.
•    Proactively present, update, and add new questions to QA document through lessons learned and investigation.
•    Attend meetings between Project Managers, Implementations Engineers, & Customers.
•    Focus on developing, modifying, applying, and maintaining quality evaluation and control systems 
•    Analyze reports and defective products to determine trends and recommend corrective actions.
•    Collaborate with implementations teams and product teams to provide solutions to platform related quality issues
•    Conduct quality assurance tests and perform statistical analysis to assess the viability of customer technologies.
•    Advise on policies and best practices related to quality assurance work.
•    Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
•    Be able to listen and provide excellent service through weekly customer meetings and KPI trending.
•    Successfully provide white-glove customer service by acting as Customer Knowledge Expert for customers currently being transitioned from Implementations to Support.
•    Deep dive technical problems and create full resolutions to issues.
•    Understand how technologies work together to see bigger picture of issues.
•    Be available for on-call for issues related to customers in the QA process.

EDUCATION/EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED:
The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential duty satisfactorily. Reasonable amounts of training are provided.
EDUCATIONAL & SOFT SKILLS REQUIREMENTS: 
•    2 years’ experience in Customer Support or related field with BA/BS/MS or 6 years’ experience in Customer Support or related field with no degree
•    Excellent communication, presentation, writing, and editorial abilities.
•    Excellent organizational and time management skills.
•    Flexibility to work non-standard hours to meet customer needs when required
•    Preferred MSP experience.
Minimum Technical Qualifications:
•    Microsoft AD (password resets, security groups, Sites & Services, Replication, Time Synchronization, DNS) 
•    Networking (IP address, Mac address, Layer 1 VS Layer 2, VPN, Subnet, NAT, Firewall FortiGate / Edge Gateway, BGP)
•    Proficiency in computer usage, internet, and Microsoft Office suite of applications.
•    Citrix XenApp (PVS, Storefront, Director, Session Host, Base Image, NetScaler)
•    RDS (Certificates, Hosts, Gateways etc)
•    Certificate Administration
•    Windows Server 2012, 2016 etc
DESIRED TECHNICAL QUALIFICATIONS: 
•    NetApp
•    Solarwinds MSP/N-Able
•    Mimecast
•    VMWare Horizon View
•    SharePoint
•    Server Performance Monitoring
•    Salesforce
•    OSX – Mac OS
•    Basic Understanding of SQL
•    OneNote
•    Azure Virtual Desktops

INTER-RELATIONSHIPS:
Ability to work within a cooperative team environment as well as perform assignments autonomously. This position will require working with several departments and different personalities.

WORKING ENVIRONMENT:
A fast paced, positive, collaborative, high energy, and highly customer focused environment. 

PHYSICAL REQUIREMENTS:
Employee may lift up to 20 pounds.
Employee may need to carry up to 20 pounds (i.e. carrying laptop and other equipment).
Employee may push/pull up to 25 pounds.
Employee may stand up to 4 hours. 
Employee may walk up to 1.5 hours. 
Employee may need to drive 2 hours. 
Employee may perform repetitive bending up to 1 hours.
Employee may sit up to 8 hours.
Employee may spend up to 10 hours performing computer work/typing.
Employee may spend up to 10 hours on the telephone.
Employee may need to climb multiple flights of stairs. 

Compensation:

• Compensation includes a base salary of $63,000.00 - $94,500.00. The salary rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.