Technical Support Representative III

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    "jobTitle": "Technical Support Representative III",
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    "description": "<h3 style=\"margin-top:8px;margin-bottom:8px;\"><span style=\"font-size:14pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#5b2087;\">Overview</span></span></span></h3>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Surf Internet is seeking a highly experienced Tier 3 Technical Support Representative&nbsp;to serve as a front-line escalation point for our most complex technical issues and highest-value customers. This role&nbsp;operates&nbsp;at the intersection of advanced technical troubleshooting, customer ownership, and cross-functional leadership.</span>&nbsp;</span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">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.</span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><u><span style=\"font-size:11pt;\">Reports To:</span></u></b><span style=\"font-size:11pt;\">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Technical Support Manager&nbsp;&nbsp; </span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;text-indent:-1.5in;\">&nbsp;</p>\r\n\r\n<p style=\"margin-left:144px;text-indent:-1.5in;\"><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><u><span style=\"font-size:11pt;\">Department:</span></u></b><span style=\"font-size:11pt;\"> &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Technical Support&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;text-indent:-1.5in;\">&nbsp;</p>\r\n\r\n<p style=\"margin-left:144px;text-indent:-1.5in;\"><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><b><u><span style=\"font-size:11pt;\">Job Status:</span></u></b><span style=\"font-size:11pt;\">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Non-Exempt&nbsp;&nbsp; </span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;text-indent:-1.5in;\">&nbsp;</p>\r\n\r\n<h3 style=\"margin-top:8px;margin-bottom:8px;\"><span style=\"font-size:14pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#5b2087;\">Responsibilities:</span></span></span></h3>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Advanced Technical Ownership</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Serve as the highest escalation point for complex and high-impact technical issues, including enterprise and business-critical outages.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Lead end-to-end resolution of incidents, including diagnosis, mitigation, root cause analysis (RCA), and prevention.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Handle advanced networking issues across&nbsp;fiber, fixed wireless,&nbsp;and VoIP systems.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Enterprise Customer Support</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Act as a front-line technical contact for enterprise and high-value customers.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Own and manage critical tickets with a strong focus on communication, urgency, and transparency.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Translate complex technical issues into clear, business-impacting terms for customers.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Incident Management &amp; Leadership</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Lead&nbsp;enterprise&nbsp;incident response efforts, coordinating across Network Operations, Engineering, and Field teams.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Drive incident bridges, provide real-time updates, and ensure timely resolution.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Maintain accountability for escalations&nbsp;and customer satisfaction.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Cross-Functional Collaboration</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Partner with Engineering, Network Operations, and Product teams to resolve defects and improve service reliability.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Escalate bugs, infrastructure gaps, and recurring issues with detailed technical documentation.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Influence product and operational improvements based on frontline insights.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Mentorship &amp; Team Development</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Act as a technical mentor and escalation resource for Tier 1 and Tier 2 agents.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Provide guidance, training, and knowledge sharing to improve overall team capability.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Process Improvement &amp; Strategy</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Identify trends, recurring issues, and inefficiencies; propose and implement solutions.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Contribute to automation, tooling improvements, and workflow optimization.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Help define escalation paths, incident response standards, and support best practices.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Documentation &amp; Knowledge Management</span></span></b>&nbsp;</span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Maintain detailed and accurate documentation of incidents, RCAs, and resolutions.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Contribute to internal knowledge bases and technical runbooks.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"line-height:115%;\">Ensure enterprise-level issues are well-documented for future prevention.&nbsp;</span></span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n",
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    "googleJobJson": "{\"@context\":\"https://schema.org/\",\"@type\":\"JobPosting\",\"title\":\"Technical Support Representative III\",\"identifier\":\"J0QY85165857\",\"url\":\"https://www.paycomonline.net/v4/ats/web.php/portal/A66D4549B48740852D110830E9085D10/jobs/165857\",\"image\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=A66D4549B48740852D110830E9085D10\",\"baseSalary\":{\"@type\":\"MonetaryAmount\",\"currency\":\"USD\",\"value\":{\"@type\":\"QuantitativeValue\",\"minValue\":28,\"maxValue\":30,\"unitText\":\"\"}},\"datePosted\":\"2026-06-17\",\"description\":\"Job DetailsJob Location: LaPorte Office - LaPorte, IN 46350Education Level: High SchoolSalary Range: $28.00 - $30.00 HourlyTravel Percentage: NoneOverview\\r\\n\\r\\nSurf Internet is seeking a highly experienced Tier 3 Technical Support Representative&nbsp;to serve as a front-line escalation point for our most complex technical issues and highest-value customers. This role&nbsp;operates&nbsp;at the intersection of advanced technical troubleshooting, customer ownership, and cross-functional leadership.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nAs 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.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nReports To:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Technical Support Manager&nbsp;&nbsp; \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nDepartment: &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Technical Support&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nJob Status:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Non-Exempt&nbsp;&nbsp; \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nResponsibilities:\\r\\n\\r\\nAdvanced Technical Ownership&nbsp;\\r\\n\\r\\n\\r\\n\\tServe as the highest escalation point for complex and high-impact technical issues, including enterprise and business-critical outages.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tLead end-to-end resolution of incidents, including diagnosis, mitigation, root cause analysis (RCA), and prevention.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tHandle advanced networking issues across&nbsp;fiber, fixed wireless,&nbsp;and VoIP systems.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nEnterprise Customer Support&nbsp;\\r\\n\\r\\n\\r\\n\\tAct as a front-line technical contact for enterprise and high-value customers.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tOwn and manage critical tickets with a strong focus on communication, urgency, and transparency.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTranslate complex technical issues into clear, business-impacting terms for customers.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nIncident Management &amp; Leadership&nbsp;\\r\\n\\r\\n\\r\\n\\tLead&nbsp;enterprise&nbsp;incident response efforts, coordinating across Network Operations, Engineering, and Field teams.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDrive incident bridges, provide real-time updates, and ensure timely resolution.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMaintain accountability for escalations&nbsp;and customer satisfaction.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nCross-Functional Collaboration&nbsp;\\r\\n\\r\\n\\r\\n\\tPartner with Engineering, Network Operations, and Product teams to resolve defects and improve service reliability.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEscalate bugs, infrastructure gaps, and recurring issues with detailed technical documentation.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tInfluence product and operational improvements based on frontline insights.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nMentorship &amp; Team Development&nbsp;\\r\\n\\r\\n\\r\\n\\tAct as a technical mentor and escalation resource for Tier 1 and Tier 2 agents.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProvide guidance, training, and knowledge sharing to improve overall team capability.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nProcess Improvement &amp; Strategy&nbsp;\\r\\n\\r\\n\\r\\n\\tIdentify trends, recurring issues, and inefficiencies; propose and implement solutions.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tContribute to automation, tooling improvements, and workflow optimization.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tHelp define escalation paths, incident response standards, and support best practices.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nDocumentation &amp; Knowledge Management&nbsp;\\r\\n\\r\\n\\r\\n\\tMaintain detailed and accurate documentation of incidents, RCAs, and resolutions.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tContribute to internal knowledge bases and technical runbooks.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEnsure enterprise-level issues are well-documented for future prevention.&nbsp;&nbsp;\\r\\n\\r\\nQualificationsQualifications:\\r\\n\\r\\n\\r\\n\\tHigh School diploma or equivalent required; advanced technical certifications or relevant experience strongly preferred.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\t3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDeep understanding of:&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tLAN/WAN networking, TCP/IP, DNS, DHCP&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tFiber and fixed wireless technologies&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tVoIP systems (SIP, call quality troubleshooting)&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAdvanced Wi-Fi systems (including mesh networks like Eero)&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience with packet analysis tools (e.g.,PingPlotter&nbsp;)&nbsp;and network diagnostics.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience with ticketing systems, CRM platforms, and monitoring tools.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to&nbsp;leverage&nbsp;logs, metrics, and telemetry for troubleshooting and RCA.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExceptional analytical and troubleshooting skills with a methodical approach.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to lead complex incident resolution under pressure.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong decision-making skills with minimal supervision.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExcellent verbal and written communication skills.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to communicate complex technical concepts to both technical and non-technical stakeholders.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong customer-first mindset, especially for enterprise clients.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProven ability to work cross-functionally in fast-paced environments.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComfortable handling high-severity incidents and shifting priorities.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tSelf-driven with a strong sense of ownership and accountability.&nbsp;\\r\\n\\r\\n\",\"responsibilities\":\"Overview\\r\\n\\r\\nSurf Internet is seeking a highly experienced Tier 3 Technical Support Representative&nbsp;to serve as a front-line escalation point for our most complex technical issues and highest-value customers. This role&nbsp;operates&nbsp;at the intersection of advanced technical troubleshooting, customer ownership, and cross-functional leadership.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nAs 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.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nReports To:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Technical Support Manager&nbsp;&nbsp; \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nDepartment: &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Technical Support&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nJob Status:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Non-Exempt&nbsp;&nbsp; \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nResponsibilities:\\r\\n\\r\\nAdvanced Technical Ownership&nbsp;\\r\\n\\r\\n\\r\\n\\tServe as the highest escalation point for complex and high-impact technical issues, including enterprise and business-critical outages.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tLead end-to-end resolution of incidents, including diagnosis, mitigation, root cause analysis (RCA), and prevention.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tHandle advanced networking issues across&nbsp;fiber, fixed wireless,&nbsp;and VoIP systems.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nEnterprise Customer Support&nbsp;\\r\\n\\r\\n\\r\\n\\tAct as a front-line technical contact for enterprise and high-value customers.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tOwn and manage critical tickets with a strong focus on communication, urgency, and transparency.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTranslate complex technical issues into clear, business-impacting terms for customers.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nIncident Management &amp; Leadership&nbsp;\\r\\n\\r\\n\\r\\n\\tLead&nbsp;enterprise&nbsp;incident response efforts, coordinating across Network Operations, Engineering, and Field teams.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDrive incident bridges, provide real-time updates, and ensure timely resolution.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMaintain accountability for escalations&nbsp;and customer satisfaction.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nCross-Functional Collaboration&nbsp;\\r\\n\\r\\n\\r\\n\\tPartner with Engineering, Network Operations, and Product teams to resolve defects and improve service reliability.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEscalate bugs, infrastructure gaps, and recurring issues with detailed technical documentation.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tInfluence product and operational improvements based on frontline insights.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nMentorship &amp; Team Development&nbsp;\\r\\n\\r\\n\\r\\n\\tAct as a technical mentor and escalation resource for Tier 1 and Tier 2 agents.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProvide guidance, training, and knowledge sharing to improve overall team capability.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nProcess Improvement &amp; Strategy&nbsp;\\r\\n\\r\\n\\r\\n\\tIdentify trends, recurring issues, and inefficiencies; propose and implement solutions.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tContribute to automation, tooling improvements, and workflow optimization.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tHelp define escalation paths, incident response standards, and support best practices.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\nDocumentation &amp; Knowledge Management&nbsp;\\r\\n\\r\\n\\r\\n\\tMaintain detailed and accurate documentation of incidents, RCAs, and resolutions.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tContribute to internal knowledge bases and technical runbooks.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEnsure enterprise-level issues are well-documented for future prevention.&nbsp;&nbsp;\\r\\n\\r\\n\",\"employmentType\":\"OTHER\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"Surf Internet\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=A66D4549B48740852D110830E9085D10\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"1705 State St\",\"addressLocality\":\"LaPorte\",\"addressRegion\":\"IN\",\"postalCode\":46350,\"addressCountry\":\"USA\"}},\"qualifications\":\"Qualifications:\\r\\n\\r\\n\\r\\n\\tHigh School diploma or equivalent required; advanced technical certifications or relevant experience strongly preferred.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\t3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDeep understanding of:&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tLAN/WAN networking, TCP/IP, DNS, DHCP&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tFiber and fixed wireless technologies&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tVoIP systems (SIP, call quality troubleshooting)&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAdvanced Wi-Fi systems (including mesh networks like Eero)&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience with packet analysis tools (e.g.,PingPlotter&nbsp;)&nbsp;and network diagnostics.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience with ticketing systems, CRM platforms, and monitoring tools.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to&nbsp;leverage&nbsp;logs, metrics, and telemetry for troubleshooting and RCA.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExceptional analytical and troubleshooting skills with a methodical approach.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to lead complex incident resolution under pressure.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong decision-making skills with minimal supervision.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExcellent verbal and written communication skills.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to communicate complex technical concepts to both technical and non-technical stakeholders.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong customer-first mindset, especially for enterprise clients.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProven ability to work cross-functionally in fast-paced environments.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComfortable handling high-severity incidents and shifting priorities.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tSelf-driven with a strong sense of ownership and accountability.&nbsp;\\r\\n\\r\\n\",\"experienceRequirements\":\"Qualifications:\\r\\n\\r\\n\\r\\n\\tHigh School diploma or equivalent required; advanced technical certifications or relevant experience strongly preferred.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\t3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDeep understanding of:&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tLAN/WAN networking, TCP/IP, DNS, DHCP&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tFiber and fixed wireless technologies&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tVoIP systems (SIP, call quality troubleshooting)&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAdvanced Wi-Fi systems (including mesh networks like Eero)&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience with packet analysis tools (e.g.,PingPlotter&nbsp;)&nbsp;and network diagnostics.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience with ticketing systems, CRM platforms, and monitoring tools.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to&nbsp;leverage&nbsp;logs, metrics, and telemetry for troubleshooting and RCA.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExceptional analytical and troubleshooting skills with a methodical approach.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to lead complex incident resolution under pressure.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong decision-making skills with minimal supervision.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExcellent verbal and written communication skills.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tAbility to communicate complex technical concepts to both technical and non-technical stakeholders.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tStrong customer-first mindset, especially for enterprise clients.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProven ability to work cross-functionally in fast-paced environments.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComfortable handling high-severity incidents and shifting priorities.&nbsp;&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tSelf-driven with a strong sense of ownership and accountability.&nbsp;\\r\\n\\r\\n\",\"validThrough\":\"-0001-11-30\",\"educationRequirements\":\"High School\"}",
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    "educationLevel": "High School",
    "qualifications": "<p><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:115%;\"><span style=\"color:#7030a0;\">Qualifications:</span></span></span></b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">High School diploma or equivalent required; advanced technical certifications or relevant experience strongly preferred.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Deep understanding of:&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"list-style-type:circle;\">\r\n\t<li style=\"margin-left:32px;\"><span style=\"font-size:12pt;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"color:#000000;\">LAN/WAN networking, TCP/IP, DNS, DHCP&nbsp;</span></span>&nbsp;</span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"list-style-type:circle;\">\r\n\t<li style=\"margin-left:32px;\"><span style=\"font-size:12pt;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"color:#000000;\">Fiber and fixed wireless technologies&nbsp;</span></span>&nbsp;</span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"list-style-type:circle;\">\r\n\t<li style=\"margin-left:32px;\"><span style=\"font-size:12pt;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"color:#000000;\">VoIP systems (SIP, call quality troubleshooting)&nbsp;</span></span>&nbsp;</span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"list-style-type:circle;\">\r\n\t<li style=\"margin-left:32px;\"><span style=\"font-size:12pt;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\"><span style=\"color:#000000;\">Advanced Wi-Fi systems (including mesh networks like Eero)&nbsp;</span></span>&nbsp;</span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Experience with packet analysis tools (e.g.,PingPlotter&nbsp;)&nbsp;and network diagnostics.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Experience with ticketing systems, CRM platforms, and monitoring tools.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Ability to&nbsp;leverage&nbsp;logs, metrics, and telemetry for troubleshooting and RCA.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Exceptional analytical and troubleshooting skills with a methodical approach.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Ability to lead complex incident resolution under pressure.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Strong decision-making skills with minimal supervision.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Excellent verbal and written communication skills.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Ability to communicate complex technical concepts to both technical and non-technical stakeholders.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Strong customer-first mindset, especially for enterprise clients.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Proven ability to work cross-functionally in fast-paced environments.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Comfortable handling high-severity incidents and shifting priorities.&nbsp;</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"color:#000000;\"><span><span style=\"font-family:Arial, sans-serif;\"><span lang=\"en-gb\" style=\"font-size:11pt;\" xml:lang=\"en-gb\">Self-driven with a strong sense of ownership and accountability.</span>&nbsp;</span></span></span></span></li>\r\n</ul>\r\n",
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