Remote Advanced Tech Support Lead

Hotwire Communications Ltd; Fort Lauderdale (FL); Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Healthcare/Dental/Vision plans

401K with company match

Paid vacation & holidays

Job summary

Hotwire Communications Ltd. is seeking a seasoned leader to manage a remote Advanced Technical Support Engineer team, guiding coaching, performance, and escalation handling. You will coordinate cross-functional efforts with Network Operations, Engineering, and Service Delivery to ensure seamless customer support.

The role emphasizes talent development, process improvements, and enforcing accountability while maintaining high technical excellence in a 7x16 operation schedule.

Qualifications

• Bachelor’s degree in a technical field or equivalent combination of education and practical experience.
• 4+ years of experience leading, coaching, and developing technical support or operations teams.
• 4+ years of experience in IT Operations, Network Operations, or a NOC environment, with ability to troubleshoot complex issues in large-scale environments.
• Strong working knowledge of LAN/WAN technologies and networking protocols (DNS, DHCP, TCP/IP, VPN, wireless, fiber).
• Excellent verbal and written communication skills for technical teams, customers, and leadership.
• Willingness to work a flexible schedule, including extended hours, weekends, or holidays.

Responsibilities

• Lead, mentor, and develop a remote team of Advanced Technical Support Engineers.
• Oversee day-to-day management of complex technical work items and escalations.
• Monitor team performance and scheduling to ensure 7-day, 16-hour operations coverage.
• Identify skill gaps and implement targeted training and onboarding for staff.
• Improve support workflows and standardized procedures across the team.
• Analyze recurring issues and drive root-cause actions with technical partners.
• Maintain and improve knowledge docs and escalation guidelines.
• Collaborate with Network Operations, Engineering, Service Delivery, and other stakeholders.

Skills

Leadership

Coaching

IT Operations

NOC Experience

LAN/WAN Networking

Communication

Flexible Schedule

Education

Bachelor's degree in technical field

Tools

ServiceNow

SolarWinds

Nagios

Job description

Hotwire Communications Ltd. is seeking a seasoned leader to manage a remote Advanced Technical Support Engineer team, guiding coaching, performance, and escalation handling. You will coordinate cross-functional efforts with Network Operations, Engineering, and Service Delivery to ensure seamless customer support.

The role emphasizes talent development, process improvements, and enforcing accountability while maintaining high technical excellence in a 7x16 operation schedule.