Company

Cox Communications, Inc.Engineering / Product DevelopmentCloud Engineer IIIndividual ContributorHybrid - Ability to work remotely part of the weekYes, 5% of the timeDay

Compensation

Compensation includes a base salary of $90,100.00 - $150,100.00. 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.

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help mid-market through enterprise organizations simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure, and Google, as well as a full suite of Private Cloud and Cybersecurity solutions, RapidScale enables companies to turn technology into their greatest competitive advantage. Backed by the strength 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 are seeking an Incident Response Engineer to serve as a key member of our Customer Assurance and Incident Response team. This individual contributor role is responsible for coordinating the resolution of high-impact incidents across our managed cloud services. The ideal candidate has a strong understanding of cloud technologies, excels in communication during high-pressure situations, and is committed to improving incident response processes. This role is essential to protecting customer trust, minimizing business disruption, and driving accountability across technical teams.

Key Responsibilities:

Incident Lifecycle Management

• Own and drive resolution of major incidents from detection through closure.
• Log, categorize, and prioritize incidents based on impact and urgency.
• Act as the central point of coordination for all critical incidents, ensuring rapid engagement and resolution.
• Lead technical bridges (live war rooms), engaging engineering teams and third-party vendors as needed.

Stakeholder Communication

• Provide timely and transparent updates to internal stakeholders and customers during active incidents.
• Coordinate executive-level summaries for prolonged or high-severity events.
• Translate technical details into clear business impact summaries for non-technical audiences.

Post-Incident Review and Process Improvement

• Facilitate post-incident reviews (PIRs), identifying root causes and recommending corrective actions.
• Collaborate with engineering and support teams to implement preventive measures.
• Maintain and enhance documentation, runbooks, and incident response workflows.

Monitoring, Metrics, and Risk Mitigation

• Analyze incident trends to identify systemic issues and potential risks.
• Track and report on key incident metrics such as Mean Time to Resolution (MTTR) and SLA adherence.
• Support the continuous improvement of the incident response playbook and escalation processes.

Qualifications:

Required

• Bachelor’s degree in related discipline and 2 years in an incident response, NOC/SOC escalation, or service delivery role. The right candidate could also have a different combination, such as 6+ years’ experience.
• Experience working within an ITIL or structured IT service management framework.
• Knowledge of cloud platforms (such as Azure, AWS, or GCP).
• Experience using monitoring and incident management tools (ServiceNow, PagerDuty, Opsgenie, Datadog, etc.).

Preferred

• Experience in a cloud services, SaaS, or managed service provider (MSP) environment.
• ITIL v3 or v4 Foundation certification (or higher).
• Familiarity with enterprise support processes and high-availability systems.
• Exposure to information security incident response is a plus.

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.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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.