Advanced Technical Support Supervisor
Company Description
Hotwire Communications Ltd. is a national leader in fiber optic technology, providing advanced, customized telecommunications solutions to residential, commercial, senior-living, hospitality, and campus environments. The company designs and operates innovative fiber-based networks that deliver high-performance, reliable connectivity tailored to each customer’s specific needs. Hotwire focuses on future-ready infrastructure that supports rapid data transmission, high-quality voice and video services, and robust internet access. Team members join a dynamic environment that values technical excellence, customer satisfaction, and continuous improvement. Role Description Join our leadership team as an Advanced Technical Support Supervisor and lead a high-performing, fully remote team of Advanced Technical Support Engineers (ATSEs). In this role, you will champion an exceptional customer experience by coaching your team through complex service issues, driving process improvements, and fostering a culture of continuous learning. If you are a collaborative leader with a deep understanding of internet-based infrastructure and a passion for mentoring technical talent, we want to hear from you. · Department: NOC · Location: Remote (Requires a professional home office setup with high-speed internet) · Schedule: 40 hours/week (Manages a 7-day x 16-hour coverage model; requires schedule flexibility) · Travel: Up to 10% for corporate training and team events Core Responsibilities · Team Leadership & Coaching: Lead, mentor, and inspire a remote team of ATSEs. Conduct regular 1-on-1s to provide actionable coaching, foster high engagement, and drive a culture of excellence. · Escalation Management: Oversee the swift review and resolution of escalated technical work items, collaborating across departments to ensure seamless end-to-end customer support. · Talent Development: Evaluate team and individual performance, identify skill gaps, and implement targeted training programs for new hires and tenured staff. · Workforce Operations: Manage scheduling, shift selections, and time-off requests to ensure seamless, adequate coverage for our 7-day x 16-hour operations. · Process Improvement: Implement systematic approaches to optimize workflows, enhance technical documentation, and streamline support procedures. What You Bring (Minimum Qualifications) · Leadership Experience: 4+ years of experience successfully leading, motivating, and developing a support-oriented technical team. · Technical Depth: 4+ years of experience in IT Operations or Network Operations Centers (NOC), with strong troubleshooting skills in large-scale environments. · Networking Expertise: Solid working knowledge of LAN/WAN technologies and protocols, including DNS, DHCP, TCP/IP, VPN, Wireless, and fiber infrastructure. · Communication Skills: Exceptional verbal and written communication skills, with the ability to confidently present data and insights to peers, customers, and executive leadership. · Education & Flexibility: Bachelor’s degree in a technical field or equivalent practical experience. Willingness to work a flexible schedule (including occasional extended hours or holidays) to support the team’s operational hours. Bonus Points (Preferred Qualifications) · Industry Background: Prior leadership experience within a Telecommunications or Internet Service Provider (ISP) environment. · Service Management: Familiarity with ServiceNow or similar enterprise ticketing systems, and knowledge of ITIL frameworks. · Monitoring Tools: Hands-on experience diagnosing network health using tools like SolarWinds, Nagios, or similar enterprise monitoring platforms. · Certifications: Active CCNA, CCNP, or ITIL certifications.