Lead Commercial Technical Operations

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