Technical Support Representative III

## Description

### Overview

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

**Department:** Technical Support

**Job Status:** Non-Exempt

### Responsibilities

**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.

## Qualifications
**Qualifications:**

• 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.