Technical Manager, Realtime Support and Analytics
Role details
Job location
Tech stack
Job description
- Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development
- Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards
- Handle escalated customer issues and support team members with complex technical problems
- Develop and deliver training programs to enhance technical skills and knowledge
- Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions
- Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies.
Requirements
Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.
This role will be empowered to manage an IT technical support team responsible for real time support of internal Boost Retail Wireless CXO agents. This position will require strong leadership, technical expertise, and the ability to motivate and develop a high-performing team. The ideal candidate will possess in-depth knowledge of wireless technologies, troubleshooting techniques, and experience with managing and coaching technical support teams., * Degree in Information Systems or a related field preferred
- 5+ years of experience in a Business domain-focused IT Application Support role and, preferably in the wireless industry
- 3+ years of experience in a supervisory or management role in Customer Support, * Strong domain expertise in wireless systems, networks, and devices, with the ability to diagnose and resolve complex technical issues.
- Experience using IT systems, operational tools, and vendor portals to investigate, correlate, and troubleshoot service or customer-impacting issues.
- Proficiency in data analysis using SQL (preferably Snowflake), along with experience troubleshooting APIs and analyzing API responses.
- Ability to develop quick scripts and technical solutions to resolve customer issues and improve operational efficiency.
- Strong communication, leadership, and mentoring skills with the ability to clearly translate technical issues into customer-impact insights.
- Highly analytical and collaborative with the ability to work independently or in teams, support flexible shift schedules, and work onsite in Phoenix, AZ.
Benefits & conditions
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
