Manager Cloud Support (RapidScale)

About the role

We're hiring a Manager to lead our Cloud Support organization. This role involves overseeing existing customer care teams and evolving our Tier 3 support function into a world-class reliability and operational engineering organization.

Responsibilities

• 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.
• 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.

Requirements

• Bachelor's degree in a related discipline and 6 years of experience in a related field. Alternatively, a master's degree and 4 years of experience, a Ph.D. and 1 year of experience, or 10 years of relevant experience in lieu of a degree.
• 1+ year of experience in a management or lead role.
• Experience leading and developing large-scale technical operations or support organizations.
• Proven success building and executing operational strategies that improve reliability, scalability, and customer experience.
• Experience integrating and managing global staffing models that include nearshore and offshore resources.
• Experience scaling customer operations to support business growth and changing market demands.
• Demonstrated success driving customer satisfaction, operational performance, and service reliability metrics.
• Strong escalation management and incident response experience with a relentless sense of urgency and accountability.
• Experience leading globally distributed teams in managed services, professional services, cloud operations, or IT operations environments.

Qualifications

• Experience with cloud platforms including Azure, AWS, and GCP.
• Identity and security technologies including Entra ID (Azure AD), MFA, Conditional Access, PAM, SIEM, and SOAR.
• Infrastructure platforms including VMware, VDI/DaaS, networking, storage, and backup/disaster recovery solutions.
• Monitoring, observability, and IT operations tooling including ServiceNow, NinjaOne, VMware Aria, Grafana, and related platforms.
• Automation and infrastructure as code experience using PowerShell, Python, Terraform, or similar technologies.
• Familiarity with ITIL frameworks, incident management, problem management, and operational best practices.

Skills

• An empathetic and technically grounded leader who knows how to effectively, firmly, and gracefully drive operational change while building high-performing teams.

Benefits

• Flexible vacation policy with pay.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for personal or family members' wellness.
• 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.

Pay

USD 101,500.00 - 169,100.00 per year

Schedule

Full-time