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Wave Broadband · 2 months ago

Technical Solutions Specialist

Seattle, WA

Full-time

Onsite

Mid Level

$28/hr - $34/hr

3+ years exp

Wave Broadband is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. The Technical Solutions Specialist will manage repair tickets, support network operations, and develop documentation and training materials to enhance technical processes and customer success.

InternetTelecommunicationsWeb HostingWireless

Responsibilities

Create and manage repair tickets with detailed notations and follow-through

Support and update records of network outages, escalations, and field operation activities

Monitor, review, and triage outage alerts, gathering intel and escalating appropriately

Work directly with field operations on service turn-ups, ensuring accurate documentation and tracking

Perform QA testing, lab testing, and network analysis to optimize performance and identify opportunities for improvement

Manage wireless network creation, supported device testing, and feature rollouts

Conducting Root Cause analysis to identify recurring incidents, and Collaborate with teams to create remediation processes

Develop, implement, and maintain Standard Operating Procedures (SOPs) across technical and operational workflows

Manage and update internal knowledge base and wikis, ensuring content is accurate and accessible

Partner with Learning and Development on the creation of guides, documentation, and training materials for both technical and non-technical audiences

Support the Customer Success Manager and broader leadership with technical insights and project deliverables

Manage conversation/project documentation, deployment checklists, and operational reviews

Partner with onboarding managers, leasing staff, and regional leadership for smooth market activations

Conduct regional status calls, market visits, and in-person or remote support for deployments. (includes occasional travel to all operational markets)

Partner with Learning and Development on the delivery of technical training to managers, DSR’s, support teams, and stakeholders

Support customer outreach, contact tracking, and portfolio management across assigned regions

Collaborate with management on product matching and operationalizing SOP-driven solutions

Absorb and manage various vendor specific NMS systems and other AP (Access Point) management platforms to improve performance, and monitor for system issues

Oversee daily data reports, address collisions, and make related CRM or NMS adjustments

Contribute to IT outreach initiatives and technical enablement projects

Partner with Marketing to create web and print materials for technical communications and customer-facing content

In office work required

Other duties as assigned

Qualification

NMS experienceTechnical support experienceSOP creationSSID configurationNetworking technologiesProject managementNetwork process optimizationVendor-specific certificationsTechnical documentationCross-functional collaborationCommunication skills

Required

Minimum 3 years of direct NMS (Network Management Systems) experience with Ruckus and Ubiquity

Minimum 3 years of technical support or technical sales experience in networking/ISP or related industry

Proven success in SOP creation, documentation, and technical training

Hands-on experience with SSID configuration, AP management, and troubleshooting

Strong knowledge of networking technologies and deployment best practices

Excellent written and verbal communication skills, with ability to create technical documentation and guides

Skilled in project management, triage, and cross-functional collaboration

Ability to analyze, optimize, and operationalize network processes

Comfortable working in fast-paced, multi-market environments with frequent context switching

Occasional travel may be required for regional market visits (in-person support and deployment)

Occasional after hours and holidays work required

Collaborates closely with operations, and IT leadership

High School Diploma or equivalent

Preferred

CCNA or other vendor equivalent networking certifications preferred. Vendor-specific certifications include Cisco, Juniper, Ruckus, Ubiquity, Cambium or Aruba

Benefits

401k retirement plan, with employer match

Insurance options including: medical, dental, vision, life and STD insurance

Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

Floating Holiday: 40 hours per year

Paid Holidays: 7 days per year

Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

Tuition reimbursement program

Employee discount program

Company

Wave Broadband

Glassdoor3.2

Astound Broadband powered by Wave connects you to a world of astounding possibilities with our award-winning internet service and 24x7 local customer support.

Founded in 2003

Kirkland, Washington, USA

1001-5000 employees