Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Lead Network Engineer

Management Level

Manager - Non People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $108,800.00 - $181,400.00. 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. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio of managed services spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, along with a robust professional services suite of offerings, RapidScale helps companies turn technology into their biggest competitive advantage.  As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience

We, the RapidScale Managed Network Operations (MNO) team, are seeking a Lead Network Engineer to serve as the highest escalation point for complex network challenges while also supervising a team that provides proactive health monitoring of customer-managed networks and services. This role blends deep technical expertise with proven leadership experience, requiring a critical thinker who can navigate complex network architectures, resolve advanced issues, and drive operational excellence through effective team leadership.

In addition to expert troubleshooting, the Lead Network Engineer will take ownership of a third-party offshore alert monitoring team to ensure seamless 24/7 network performance. The role includes high-impact responsibilities such as incident command, case ownership, SLA management, and mentoring of both internal engineers and external support resources.

This is a high-visibility role ideal for someone who is equally skilled at solving difficult technical problems and leading cross-functional teams to deliver high-performance outcomes.

Key Responsibilities

Supervise and mentor a third-party offshore alert monitoring team, ensuring seamless 24/7 oversight of network health and service performanceAct as the primary subject matter expert (SME) and senior escalation point for complex network issues within the MNO Support organizationProvide Tier-3 support, assisting in deep technical troubleshooting, customer escalations, and critical incident resolutionLead incident response efforts for high-priority outages, serving as incident commander and ensuring coordination across teamsTake ownership of support queue and case assignments, ensuring appropriate prioritization and visibility across technical teamsImplement data-driven SLA tracking and enforcement, and support leadership in improving SLA attainment across the organizationProactively engage in escalations and high-impact cases, working directly with engineers, customers, and vendors to ensure resolutionPartner with MNO leadership to evaluate team performance against SLAs and support capacity planning based on caseload trendsCollaborate cross-functionally with Datacenter, Implementation, Product, and Technology teams on large-scale network projectsGuide Tier-1 and Tier-2 MNO Support and Sales Engineering teams in technical issue resolution and process standardizationLead and enhance alert monitoring processes, coach frontline engineers, and support consistent case resolution and escalation workflowsConduct regular team meetings and knowledge-sharing sessions, driving performance alignment and continuous improvementIdentify and drive process improvements to improve support efficiency, customer satisfaction, and issue response timeCoordinate with Cox NOC, Service Assurance, network vendors, and ISPs/MSPs to ensure comprehensive support escalation pathsServe as the bridge between technical operations, customer teams, and internal stakeholders to ensure clear communication and alignmentStay up to date on evolving business, technology, and infrastructure requirements, serving as an advisor for forward-looking solutionsOccasional after-hours or on-call responsibilities may be required

Minimum Qualifications

Bachelor’s degree in a related discipline and 6 years of experience in a relevant field; or a master’s degree and 4 years of experience; or a Ph.D. and 1 year of experience; or 10 years of directly applicable experienceProven ability to lead and mentor operational teams, including offshore or third-party monitoring resourcesDemonstrated experience in support queue management, case assignment, and prioritization in a high-volume technical environmentStrong background in SLA enforcement, tracking, and improvement, with a data-driven approach to performance managementComfortable joining escalations as a senior resource, and serving as an escalation point of contact for high-visibility incidentsDeep understanding of the OSI or TCP/IP models and associated protocolsHands-on expertise with TCP/UDP, Routing & Switching, SSL/IPsec, VPN, VLAN, BGP, QoS, MPLS, DHCP, and NGFWExtensive experience with LAN, WAN, SD-WAN, and Wi-Fi technologiesProficient with network performance monitoring and orchestration tools (e.g., LogicMonitor, PRTG, FortiManager, VeloCloud Orchestrator)Experience mentoring engineers and managing performance in a metrics-driven environmentUnderstanding of server virtualization and how it intersects with network performanceIndustry certifications such as CCNP, JNCIP, Fortinet NSE4, or VeloCloud VCP

Preferred Qualifications

Proven SD-WAN experience with vendors such as VeloCloud, Fortinet, or MerakiStrong ability to monitor and troubleshoot hybrid infrastructure performance issues across cloud and on-prem environmentsExperience with VMware virtualizationExperience with Fortinet NGFW (physical and virtual)Advanced certifications such as CCIE, JNCIE, or Fortinet NSE7

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. 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.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.