Remote Advanced Technical Support Team Lead

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

Benefits offered by this job

401K retirement plan

Paid vacation and holidays

Hotwire service discounts

Job summary

Hotwire Communications is seeking a strategic leader to manage a remote team of Advanced Technical Support Engineers, guiding performance, coaching, and accountability for 7-day, 16-hour operations.

You will coordinate with Network Operations, Engineering, and Service Delivery to resolve complex issues, develop training, and improve support workflows while maintaining a strong customer experience.

Qualifications

• Bachelor’s degree in a technical field or equivalent experience.
• 4+ years leading technical support or operations teams.
• 4+ years IT/NOC experience in large-scale environments.
• Strong LAN/WAN, DNS, DHCP, TCP/IP, VPN, fiber knowledge.
• Excellent verbal and written communication, with ability to present data and insights.
• Willingness to work a flexible schedule including weekends/holidays.

Responsibilities

• Lead and coach a remote team of Advanced Technical Support Engineers (ATSEs).
• Oversee incident and escalation management across departments.
• Monitor team performance and staffing; manage schedules and time-off.
• Collaborate with Network Operations, Engineering, Service Delivery, and other stakeholders.
• Develop training plans and onboarding for new hires and tenured staff.

Skills

Team leadership

Coaching

IT operations

NOC experience

LAN/WAN

Networking protocols

Communication

ServiceNow

ITIL

Monitoring tools

Certifications CCNA/CCNP

Leadership

Flexible schedule

Education

Bachelor’s degree in a technical field

Tools

ServiceNow

SolarWinds

Nagios

Job description

Hotwire Communications is seeking a strategic leader to manage a remote team of Advanced Technical Support Engineers, guiding performance, coaching, and accountability for 7-day, 16-hour operations.

You will coordinate with Network Operations, Engineering, and Service Delivery to resolve complex issues, develop training, and improve support workflows while maintaining a strong customer experience.