Real-Time Support & Analytics Lead

EchoStar; Christiansburg, Chandler (VA, AZ); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k) Plan with company match

Employee stock purchase plan (ESPP)

Job summary

EchoStar is seeking a skilled IT Operations Manager in Virginia to lead a Level 2 Advanced Technical Support team across wireless systems, databases, and APIs. You’ll drive SLA attainment, troubleshoot complex incidents, and modernize support workflows with data-driven practices.

You’ll mentor staff, design training, and collaborate with IT engineering to turn technical insights into better customer experiences.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or a related field
• Minimum 5 years in a business IT application support role, with 3 years in supervisory/management
• 3+ years of SQL querying and relational database analysis (Snowflake)
• API troubleshooting, inspection, and response analysis
• Experience with wireless networks, systems, and device diagnostics

Responsibilities

• Direct and develop a team of Level 2 Advanced Technical Support Specialists to meet SLAs and quality standards
• Investigate complex escalations using SQL, API analysis, and scripting to resolve issues
• Implement data‑driven monitoring to identify trends and drive improvements
• Design and deliver technical training on wireless diagnostics and operational tools
• Integrate AI‑driven diagnostic tools to automate incident correlation and knowledge retrieval
• Collaborate with IT engineering and support leadership to translate tech insights into customer service enhancements

Skills

SQL querying

API troubleshooting

Wireless diagnostics

Data analysis

Communication

Education

Bachelor's Degree in Information Systems or Computer Science

Tools

Snowflake

APIs

Relational databases

Job description

EchoStar is seeking a skilled IT Operations Manager in Virginia to lead a Level 2 Advanced Technical Support team across wireless systems, databases, and APIs. You’ll drive SLA attainment, troubleshoot complex incidents, and modernize support workflows with data-driven practices.

You’ll mentor staff, design training, and collaborate with IT engineering to turn technical insights into better customer experiences.