Senior Network Engineering Lead

At RapidScale, we believe that exceptional technology is driven by exceptional people.
As a growing leader in secure, reliable managed cloud solutions, we empower SMBs and enterprises to simplify their IT and innovate effectively.
With a diverse portfolio that includes services spanning AWS, Azure, Google, as well as Private Cloud and Cybersecurity solutions, we help businesses transform technology into their most significant competitive advantage.
Being part of the Cox family of companies, we offer outstanding benefits, a commitment to work-life balance, and an award-winning workplace experience.
We are currently seeking a

Senior Network Engineering Lead

to be the key escalation point for complex network challenges while supervising a dedicated team that monitors customer-managed networks and services proactively.
This role combines deep technical expertise with effective leadership, requiring a critical thinker who can navigate complex network architectures, identify intricate network communication issues swiftly, and troubleshoot network security and firewall failures to protect critical customer systems.
Beyond technical problem-solving, you will oversee a

third-party offshore alert monitoring team , guaranteeing seamless 24/7 oversight of network health and performance.
You will take charge during high-impact network events, coordinating response efforts across teams, managing incidents, and driving issues to resolution with speed and precision.
Proven

team management experience

is essential for balancing hands-on technical engagement with the development and guidance of both internal engineers and external monitoring resources.
The ideal candidate is an

experienced network technology expert with solid leadership skills , equally adept at handling the toughest technical escalations, managing critical incidents, and leading teams toward operational excellence.
This position presents an excellent opportunity for a skilled engineer to apply their leadership experience in a dynamic, high-impact environment.
PRIMARY RESPONSIBILITIES:

Supervise and mentor a third-party offshore alert monitoring team, ensuring continuous oversight of network health and performance.
Serve as the primary subject matter expert (SME) and lead advisor for the Managed Network Support organization, aligning with business objectives and best practices.
Provide Tier-3 support for the MNO Support teams, assisting in complex troubleshooting, issue resolution, and escalated customer situations.
Lead incident resolution efforts for high-priority outages, guiding teams through troubleshooting and restoration processes.
Collaborate with Datacenter, Implementation, Product, and Technology teams on network-related projects.
Act as a technical leader for networking matters, assisting Tier-1 and Tier-2 MNO Support teams and Sales Engineering.
Oversee and improve network alert monitoring processes, reviewing performance data, coaching support staff, and ensuring consistent resolution of trouble cases.
Conduct team meetings and knowledge-sharing sessions, disseminating key information, best practices, and performance expectations.
Develop and enhance operational processes and best practices to improve efficiency, service quality, and response times.
Work closely with Cox NOC, Service Assurance, network equipment vendors, and ISP/MSP providers to ensure optimal support and resolution pathways.
Act as a liaison between RapidScale Network Support, internal sales teams, customer case teams, and customers, promoting smooth communication and resolution of issues.
Maintain awareness of evolving business, technical, operational, and infrastructure challenges, providing consultancy for innovative solutions.
On-call responsibilities and occasional off-hours work may be required.
Minimum Qualifications:

Bachelor's degree in a related discipline and 6 years of experience in a relevant field; alternatively, a master's degree with 4 years of experience, a Ph.D.
with 1 year of experience, or 10 years of relevant experience may also be acceptable.
Proficient leadership skills with the capacity to effectively lead contractor resources and technology teams, as well as manage various vendor relationships.
Strong analytical and problem-solving abilities.
Excellent collaborative, problem-solving, and process management skills.
In-depth knowledge of the OSI or TCP/IP models.
Extensive expertise with protocols/technologies such as TCP/UDP, Routing and Switching, SSL/IPsec, VPN, VLAN, STP, SSL, BGP, QoS, MPLS, DHCP, Network Security, and Next Generation Firewalls (NGFW).
Significant experience with LAN, WAN, SD-WAN, and Wi-Fi technologies.
Experience with network performance monitoring and management tools.
Aptitude for mentoring, advising, and fostering the development of less experienced team members.
Exceptional communication capabilities to articulate technical details to varied audiences, including non-technical stakeholders.
Understanding of server virtualization.
Experience in monitoring, analyzing, and evaluating network performance to guarantee system availability and reliability, as well as optimizing traffic flow.
Proven leadership skills with experience managing teams, vendors, and complex projects.
Industry certifications such as Cisco Certified Network Professional (CCNP), Juniper Certified Internet Professional (JNCIP), VeloCloud VCP, or Fortinet NSE4 are desirable.
Preferred Qualifications:

Proven SD-WAN experience with one of the following vendors:
VeloCloud, Fortinet, or Meraki.
Strong problem-solving, process management, and collaborative skills.
A genuine sense of customer empathy and a commitment to addressing top customer issues.
Strong skills in monitoring and troubleshooting network performance and integrity; capable of resolving escalated issues by troubleshooting both cloud and local infrastructures.
Experience with VMware virtualization environments.
Proven experience with Fortinet Next Generation Firewalls (NGFW), both physical and virtualized.
Hands-on experience with network monitoring and orchestration tools such as VeloCloud Orchestrator, FortiManager, FAZ, PRTG, and LogicMonitor.
Advanced industry certifications like Cisco Certified Internetwork Expert (CCIE), Juniper Certified Networks Certified Internet Expert (JNCIE), or Fortinet NSE7 are a plus.
The salary for this position ranges from USD 108,800.00 to 181,400.00 per year.
Compensation includes a base salary, which may vary based on the work location and the selected candidate's qualifications, skills, and experience.
Additional compensation in the form of an incentive program may also be available.
Benefits:

The Company offers eligible employees substantial flexibility regarding vacation, allowing them to take as much paid time off as they need while aligning with company responsibilities.
Employees also receive seven paid holidays each year and up to 160 hours of paid wellness time annually for their own well-being or that of family members.
Additional paid time off options include bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.