The posting
The Opportunity
We're seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments.
In this role, you'll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement. You'll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands-on leadership while helping ensure exceptional service delivery for our commercial customers.
This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast-paced Network Operations environment.
What You'll Do
Technical Leadership & Shift Operations
Serve as the senior technical resource and operational leader during your assigned shift.
Responsibilities include:
- Serving as the shift and floor lead by providing: Real-time queue oversight Workload balancing Coverage recommendations
- Acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 → Tier 3 → Engineering escalation path
- Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including: Bridge participation Communication leadership Coordination with Engineering teams
- Reinforcing Supervisor-established standards related to: Schedule adherence Ticket quality Documentation standards
Coaching, Mentorship & Team Development
Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing.
Responsibilities include:
- Delivering: Side-by-side coaching Ticket reviews Call reviews Targeted skill-gap remediation
- Leading: Shift huddles Technical training sessions Readiness initiatives for new products, features, and process updates
- Owning team-facing knowledge management, including: Runbooks Knowledge Base articles Technical tips Post-incident lessons learned
- Providing performance feedback to Supervisors regarding: Coaching opportunities Individual readiness Career advancement recommendations
Advanced Technical Support
Serve as the team's Subject Matter Expert (SME) across the WOW! Business portfolio.
Responsibilities include:
- Supporting all WOW! Business: Voice services Video services Data products
- Handling the most complex customer trouble tickets
- Modeling effective troubleshooting techniques while actively transferring knowledge to teammates
- Providing advanced OSI model-based diagnosis, troubleshooting, consulting, and coordination for customer-impacting issues
- Coordinating issue resolution among: Customers Network Administrators Vendors Field Technicians Service Providers Internal WOW! teams
Data Center Operations
Support mission-critical Data Center operations by:
- Monitoring critical infrastructure systems, including: Physical Security Power HVAC
- Providing Hands and Feet support when required
- Maintaining documentation and security for customer equipment and packages received and shipped through Data Centers
- Following all Ticket Management and Data Center operational policies and procedures
Product Support & Documentation
Responsibilities include:
- Documenting technical issues and resolutions within company ticketing and billing systems
- Assisting with the testing, certification, implementation, and support of new WOW! Business products
- Performing additional duties as assigned
What You'll Bring
Minimum Education & Experience
- High School Diploma or equivalent required
- Associate's degree or higher in: Information Technology Computer Science Telecommunications Related technical field preferred
- Four years of telecommunications or related technical support experience within: Network Operations Centers Systems Administration IT Operations
Skills & Abilities for Success
Technical Leadership
- Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role
- Proven ability to lead through influence without formal supervisory authority
Certifications
One or more industry-recognized certifications required at hire or within 12 months of entering the role, including:
- Network+
- CCENT
- CCNA
- SIP School
—or equivalent training in:
- IPv4 / IPv6
- VoIP
- SIP technologies
Networking & Telecommunications Expertise
Strong understanding of:
- Internet protocols
- Networking fundamentals
- Routers
- Switches
- IP subnetting
Working knowledge of:
- WAN
- LAN
- VLAN
- VPN troubleshooting
Preferred experience with:
- RF Signals
- HFC Networks
Familiarity with:
- Local, long-distance, and toll-free telephony
- LNP Porting
- LIBD
- PAC
- VoIP
- Customer Premise Equipment (CPE)
- Telephony features
Technical Skills
- Strong analytical and troubleshooting abilities
- Excellent organizational skills
- Ability to utilize CLI across networking platforms to investigate service-impacting events
- Proficiency with: Microsoft Office applications Internet software Email systems
- Ability to quickly learn billing platforms and online support tools
Communication & Collaboration
- Excellent verbal communication and active listening skills
- Ability to effectively guide customers and teammates through complex troubleshooting scenarios
- Comfortable collaborating across multiple technical disciplines during critical service events
Work Environment
- Ability to multitask and perform effectively in a fast-paced operations environment
- Ability to work scheduled shifts within a 24/7 operational environment
- Ability to participate in on-call rotations as designated by management
Physical Demands & Working Conditions
The physical demands described below are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Regularly required to talk and hear
- Required to use hands for typing, handling objects, and paperwork
- Required to use close vision and maintain focus
- Required to occasionally carry equipment and climb ladders
- Required to sit, stand, bend at the knees and waist, and walk
Why Join Us?
As the Lead Commercial Technical Operations professional, you'll play a vital role in supporting mission-critical commercial services while mentoring fellow engineers, driving operational excellence, and resolving complex networking challenges. You'll work alongside Engineering, Network Operations, and Business Services teams in a collaborative, technology-driven environment where your technical expertise and leadership will directly influence customer success and team performance.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
