Systems Engineer
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!
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
Posted July 24, 2026