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 spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, 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 are seeking a Customer Assurance/Incident Response Manager to lead our incident response and customer escalation function within the cloud support organization. This role is responsible for managing the full lifecycle of incidents to ensure minimal disruption to business operations. You'll oversee the resolution of critical customer issues, coordinate with internal teams and external vendors, and drive a culture of accountability, continuous improvement, and operational excellence. As the leader of this function, you will serve as the escalation point for high-impact, sensitive customer situations, ensure coordinated and timely response, and build frameworks that scale our ability to respond with urgency, transparency, and quality.