> Markdown version of [/jobs/ext/601917-technical-support-representative-iii](https://www.wearedevelopers.com/jobs/ext/601917-technical-support-representative-iii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Representative III - **Company:** Surf Internet - **Location:** La Porte, IN, United States - **Experience:** Experienced - **Salary:** $58,240.0 - $62,400.0 - **Contract:** Permanent contract - **Skills:** Dynamic Host Configuration Protocol, Domain Name System (DNS), Monitoring of Systems, Issue Tracking Systems, Knowledge Management, Mesh Networking, Network Diagnostics, Packet Analyzer, TCP/IP, Wi-Fi Technology, Internet Protocol Telephony, Computer Network Operations, Wireless Technologies, 3-tier Architectures - **Published:** June 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2e1ae33cc4954d80 ## About the Role * High School diploma or equivalent required; advanced technical certifications or relevant experience strongly preferred. * 3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support. * Deep understanding of: * LAN/WAN networking, TCP/IP, DNS, DHCP * Fiber and fixed wireless technologies * VoIP systems (SIP, call quality troubleshooting) * Advanced Wi-Fi systems (including mesh networks like Eero) * Experience with packet analysis tools (e.g.,PingPlotter ) and network diagnostics. * Experience with ticketing systems, CRM platforms, and monitoring tools. * Ability to leverage logs, metrics, and telemetry for troubleshooting and RCA. * Exceptional analytical and troubleshooting skills with a methodical approach. * Ability to lead complex incident resolution under pressure. * Strong decision-making skills with minimal supervision. * Excellent verbal and written communication skills. * Ability to communicate complex technical concepts to both technical and non-technical stakeholders. * Strong customer-first mindset, especially for enterprise clients. * Proven ability to work cross-functionally in fast-paced environments. * Comfortable handling high-severity incidents and shifting priorities. * Self-driven with a strong sense of ownership and accountability. ## Description Surf Internet is seeking a highly experienced Tier 3 Technical Support Representative to serve as a front-line escalation point for our most complex technical issues and highest-value customers. This role operates at the intersection of advanced technical troubleshooting, customer ownership, and cross-functional leadership. As a Tier 3 representative, you will lead the resolution of critical incidents, support enterprise clients directly. You will drive root cause analysis, and ensure a seamless, high-quality customer experience at scale. Reports To: Technical Support Manager, Advanced Technical Ownership * Serve as the highest escalation point for complex and high-impact technical issues, including enterprise and business-critical outages. * Lead end-to-end resolution of incidents, including diagnosis, mitigation, root cause analysis (RCA), and prevention. * Handle advanced networking issues across fiber, fixed wireless, and VoIP systems. Enterprise Customer Support * Act as a front-line technical contact for enterprise and high-value customers. * Own and manage critical tickets with a strong focus on communication, urgency, and transparency. * Translate complex technical issues into clear, business-impacting terms for customers. Incident Management & Leadership * Lead enterprise incident response efforts, coordinating across Network Operations, Engineering, and Field teams. * Drive incident bridges, provide real-time updates, and ensure timely resolution. * Maintain accountability for escalations and customer satisfaction. Cross-Functional Collaboration * Partner with Engineering, Network Operations, and Product teams to resolve defects and improve service reliability. * Escalate bugs, infrastructure gaps, and recurring issues with detailed technical documentation. * Influence product and operational improvements based on frontline insights. Mentorship & Team Development * Act as a technical mentor and escalation resource for Tier 1 and Tier 2 agents. * Provide guidance, training, and knowledge sharing to improve overall team capability. Process Improvement & Strategy * Identify trends, recurring issues, and inefficiencies; propose and implement solutions. * Contribute to automation, tooling improvements, and workflow optimization. * Help define escalation paths, incident response standards, and support best practices. Documentation & Knowledge Management * Maintain detailed and accurate documentation of incidents, RCAs, and resolutions. * Contribute to internal knowledge bases and technical runbooks. * Ensure enterprise-level issues are well-documented for future prevention. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [P2P networks in Blockchain](https://www.wearedevelopers.com/videos/209-p2p-networks-in-blockchain) - [MySQL Protocol Features You Should Be Aware Of](https://www.wearedevelopers.com/videos/100267-mysql-protocol-features-you-should-be-aware-of) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)