RapidScale · 2 weeks ago
Senior Cloud Support Engineer (VDI Specialist) (RapidScale)
United States
Full-time
Remote
Senior Level
$35.58/hr - $53.37/hr
5+ years expRapidScale is a company that delivers secure, reliable managed and advisory services across private, public, and hybrid clouds. The Senior Cloud Support Engineer will play a critical role in maintaining and supporting customer environments, ensuring uptime, performance, and exceptional service delivery.
Cloud Data ServicesCloud ManagementSoftware
No H1B
Responsibilities
Own and maintain multiple customer environments with a focus on stability, performance, and proactive management
Manage and prioritize ticket queues following internal SLAs and escalation procedures
Identify and escalate high-priority or critical issues through proper channels; act as point of contact during crisis events
Deliver an exceptional Customer First experience via phone, email, and ticketing system communication
Collaborate cross-functionally with technical engineers, account teams, and project managers to resolve issues efficiently
Take full ownership of technical troubleshooting from root cause analysis through resolution while documenting outcomes for team learning
Research and self-educate on new technologies, tools, and best practices, sharing knowledge through internal documentation and knowledge base updates
Interface directly with vendors to drive resolution of technical issues
Maintain accurate records in documentation tools and operational spreadsheets
Contribute to continuous improvement by reviewing and updating internal Knowledge Base (KB) articles
Qualification
Required
High School Diploma/GED and 5 years of hands on experience in a related technical 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 3 years' experience; or 7 years' experience in a related field (i.e. progressively responsible, hands-on experience in systems administration or cloud operations)
Demonstrated expertise in troubleshooting complex technical issues across Windows and virtualized environments
Experience managing VDI environments such as: Citrix XenApp/XenDesktop, Azure Virtual Desktop (AVD), Remote Desktop Services (RDS)
Willingness to participate in a 24x7 on-call rotation
VDI Technologies: Citrix Workspace/Director, RDS, VMware Horizon-user session troubleshooting and configuration
Microsoft Active Directory: Password resets, object and group management, GPOs, DNS/DHCP, replication, IIS, etc
Windows Server Management: Windows Server 2016, 2019, 2022
Server Health & Performance: Monitoring and tuning CPU, memory, disk, and I/O performance
Print & File Server Management: Deployment, troubleshooting, and disk management
Application Support: Installing and troubleshooting third-party software (Adobe, QuickBooks, Zoom, Sage, etc.)
Preferred
Certifications: AZ-900, AZ-104, Server+, Network+, Security+
Citrix Policy & SSL Certificate Management
Advanced Windows OS & PowerShell scripting proficiency
Virtualization Expertise: VMware ESXi, vSphere, vCenter, vCloud
Working knowledge of parallel technologies: Networking: FortiGate firewalls, O365/Exchange administration, Azure AD identity management, MFA/2FA: Duo, Azure MFA, Workspace One, OneLogin, Backup/Recovery: Veeam
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.
Company
RapidScale
RapidScale is a managed cloud services provider.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2018-08-09Acquired
Leadership Team
D
Duane Barnes
President
Recent News
2026-01-14
Company data provided by crunchbase