Senior Remote Advanced Tech Support Lead

University City Housing; Fort Lauderdale (FL); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

401K Plan

Paid Time Off

Hotwire Discounts

Job summary

Hotwire is seeking a seasoned leader to manage a remote team of Advanced Technical Support Engineers. You will guide escalations, optimize IT operations, and drive performance across a 7-day, 16-hour support model.

You will mentor staff, develop training programs, and partner with Network Operations, Engineering, and Service Delivery to enhance the customer experience while sustaining technical excellence. A flexible schedule is required.

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 Network Operations Center (NOC) environment, with demonstrated ability to troubleshoot complex technical issues in large-scale environments.
• Strong working knowledge of LAN/WAN technologies and networking protocols, including DNS, DHCP, TCP/IP, VPN, wireless, and fiber infrastructure.
• Exceptional verbal and written communication skills, with the ability to effectively communicate technical information, present data and insights, and collaborate with technical teams, customers, and leadership.
• Willingness to work a flexible schedule, including occasional extended hours, weekends, or holidays, to support operational requirements.

Responsibilities

• Lead, mentor, and develop a remote team of Advanced Technical Support Engineers (ATSEs).
• Oversee day-to-day management of complex technical work items and escalations across departments.
• Monitor team performance and scheduling to maintain 7-day, 16-hour operations.
• Evaluate capabilities and implement targeted training for new hires and tenured staff.
• Identify opportunities to improve support workflows and operational effectiveness.
• Analyze recurring issues and drive long-term corrective actions with technical teams.
• Maintain and improve technical documentation, troubleshooting procedures, and escalation guidelines.
• Partner with cross-functional teams to resolve complex issues and improve customer experience.
• Perform other duties as assigned by Supervisor.

Skills

Team Leadership

Coaching

Escalation Mgmt

IT Operations

Network Ops

Communication

Flexible Schedule

Education

Bachelor’s degree in a technical field

Tools

ServiceNow

SolarWinds

Nagios

ITIL

Job description

Hotwire is seeking a seasoned leader to manage a remote team of Advanced Technical Support Engineers. You will guide escalations, optimize IT operations, and drive performance across a 7-day, 16-hour support model.

You will mentor staff, develop training programs, and partner with Network Operations, Engineering, and Service Delivery to enhance the customer experience while sustaining technical excellence. A flexible schedule is required.