About the role
Company Cox Communications, Inc. Job Family Group Engineering / Product Development Job Profile Manager, Cloud Support Management Level Manager - People Leader Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % Yes, 15% of the time Work Shift Day
Compensation
Compensation includes a base salary in the range of $101,500.00 - $169,100.00. 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. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies. We’re hiring a Manager to lead our Cloud Support organization. In this role, you’ll oversee existing customer care teams while helping evolve our Tier 3 support function into a world class reliability and operational engineering organization. Cloud Support is about much more than resolving issues promptly. It’s about ensuring customers derive maximum value, stability, and resiliency from their cloud solutions. We’re looking for someone who believes that operational excellence, proactive problem management, and continuous service improvement are critical to delivering an exceptional customer experience. If you’re passionate about improving reliability, reducing systemic risk, and driving incredible customer outcomes at scale, we want to hear from you. What You’ll Do Simply put, you’ll own and architect the delivery of exceptional cloud support throughout the customer lifecycle. Here’s how you’ll make an impact: Run Tier 3 support like a reliability engineering function by driving high severity incident response, operational excellence, and systemic risk reduction. Oversee and own outcomes of customer engagement and issue resolution, ensuring incidents are addressed professionally, quickly, sustainably, and with a strong focus on long term prevention. Establish Tier 3 engineering standards for diagnostics, telemetry, root cause isolation, and operational readiness across cloud infrastructure and managed services environments. Build measurable reliability practices and targeted KPIs, identify efficiencies through automation, and drive training opportunities that uplift Tier 1 and Tier 2 support organizations. Own the Problem Management lifecycle, including root cause analysis (RCA), corrective actions, recurring issue elimination, and continuous service hardening. Partner closely with Engineering and Security teams to resolve platform defects, improve observability, strengthen configurations, and enhance operational resiliency at scale. Work with executive leadership to develop and execute strategies that improve customer experience, operational performance, and service delivery quality while maintaining high standards across globally distributed teams. Define and monitor key Customer Care and operational quality metrics to identify systemic issues, operational gaps, and emerging business risks. Identify and drive resolution of complex business, functional, technical, and operational issues that may impact customer experience or platform reliability. Create and scale a global delivery model aligned to operational security, Tier 3 quality expectations, and long term business growth. Develop and execute onshore, nearshore, and offshore support strategies to support evolving operational and customer demands.
