Duties / Responsibilities:
1. Team Leadership & Coaching: Lead, mentor, and develop a remote team of
Advanced Technical Support Engineers (ATSEs). Conduct regular 1-on-1s,
provide actionable coaching, foster engagement, and promote a culture of
accountability, collaboration, and technical excellence.
2. Technical Operations & Escalation Management: Oversee the day-to-day
management of complex technical work items and escalations, ensuring
appropriate prioritization, timely resolution, and effective coordination
across departments to deliver seamless end-to-end customer support.
3. Performance & Workforce Management: Monitor team performance and operational
effectiveness through established service, productivity, quality, and
customer experience measures. Manage scheduling, shift selections, and
time-off requests to maintain adequate coverage across 7-day, 16-hour
operations.
4. Talent Development: Evaluate individual and team capabilities, identify
skill gaps, and implement targeted training, coaching, and development
programs for new hires and tenured staff. Support onboarding and technical
ramp-up to ensure team members achieve proficiency in required systems,
processes, and troubleshooting practices.
5. Process & Operational Improvement: Identify opportunities to improve support
workflows, procedures, and operational effectiveness. Implement systematic
approaches that streamline issue resolution, reduce recurring problems, and
improve consistency across the support organization.
6. Incident & Problem Management: Analyze recurring and complex technical
issues, identify trends and potential root causes, and partner with
appropriate technical teams to drive corrective actions and long-term
resolution.
7. Knowledge & Technical Documentation: Maintain and improve technical
documentation, troubleshooting procedures, knowledge resources, and
escalation guidelines to support consistent issue resolution and enable
continuous knowledge sharing across the team.
8. Cross-Functional Collaboration & Customer Experience: Partner with Network
Operations, Engineering, Service Delivery, Customer Care, Field Operations,
and other stakeholders to resolve complex issues, communicate technical
impacts, and improve the overall customer support experience.
9. Other duties as assigned by Supervisor.
Minimum Qualifications:
Bachelor’s degree in a technical field or equivalent combination of education
and practical experience.
4+ years of experience leading, coaching, and developing technical support or
operations teams.
4+ years of experience in IT Operations, Network Operations, or a Network
Operations Center (NOC) environment, with demonstrated ability to
troubleshoot complex technical issues in large-scale environments.
Strong working knowledge of LAN/WAN technologies and networking protocols,
including DNS, DHCP, TCP/IP, VPN, wireless, and fiber infrastructure.
Exceptional verbal and written communication skills, with the ability to
effectively communicate technical information, present data and insights, and
collaborate with technical teams, customers, and leadership.
Willingness to work a flexible schedule, including occasional extended hours,
weekends, or holidays, to support operational requirements.
Preferred Qualifications
Leadership experience within a telecommunications, Internet Service Provider
(ISP), or related technical service environment.
Experience with ServiceNow or similar enterprise ticketing platforms and
familiarity with ITIL principles and service management practices.
Hands-on experience using SolarWinds, Nagios, or similar enterprise
monitoring and diagnostic tools to identify and troubleshoot network
performance issues.
Active CCNA, CCNP, ITIL, or other relevant technical or service management
certification.
Benefits:
We truly appreciate and value all our employees and show our appreciation by
offering a wide range of benefits, including:
Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts – for employees who live on a property serviced by
Hotwire. Discounted service offerings are provided for high-speed internet,
video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks
Hotwire provides equal employment opportunities to all employees and applicants
for employment and prohibits discrimination and harassment of any type without
regard to race, color, religion, age, sex, national origin, disability status,
genetics, protected veteran status, sexual orientation, gender identity or
expression, or any other characteristic protected by federal, state or local
laws.
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