Technical Manager, Realtime Support and Analytics

Company Summary

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Department Summary

Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.

Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. This role will be empowered to manage an IT technical support team responsible for real time support of internal Boost Retail Wireless CXO agents. This position will require strong leadership, technical expertise, and the ability to motivate and develop a high-performing team. The ideal candidate will possess in-depth knowledge of wireless technologies, troubleshooting techniques, and experience with managing and coaching technical support teams.

Key Responsibilities:

• Lead, mentor, and manage a team of Level 2 Advanced Technical Support Specialists, including performance reviews and development
• Monitor team performance, identify trends, and implement corrective actions to meet SLOs and quality standards
• Handle escalated customer issues and support team members with complex technical problems
• Develop and deliver training programs to enhance technical skills and knowledge
• Use data analysis tools (SQL, APIs) to assess performance, identify improvements, and drive data-informed decisions
• Collaborate cross-functionally to enhance customer service processes and stay current on industry trends and technologies

Skills, Experience and Requirements

Education and Experience:

• Degree in Information Systems or a related field preferred
• 5+ years of experience in a Business domain-focused IT Application Support role and, preferably in the wireless industry
• 3+ years of experience in a supervisory or management role in Customer Support

Skills and Qualifications:

• Strong domain expertise in wireless systems, networks, and devices, with the ability to diagnose and resolve complex technical issues
• Experience using IT systems, operational tools, and vendor portals to investigate, correlate, and troubleshoot service or customer-impacting issues
• Proficiency in data analysis using SQL (preferably Snowflake), along with experience troubleshooting APIs and analyzing API responses
• Ability to develop quick scripts and technical solutions to resolve customer issues and improve operational efficiency
• Strong communication, leadership, and mentoring skills with the ability to clearly translate technical issues into customer-impact insights
• Highly analytical and collaborative with the ability to work independently or in teams, support flexible shift schedules, and work onsite in Phoenix, AZ
• Visa sponsorship not available for this role

Salary Ranges

Compensation: $75,000.00/Year - $85,000.00/Year

Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits. The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the roles location and is subject to change based on work location.

Equal Employment Opportunity

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

Accommodation Policy

EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law.

Accessibility

EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact leaves@dish.com if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)

Click the links to access the following statements: