Overview
Surf Internet is seeking a highly experienced Tier 3 Technical Support Representative to serve as a front-line escalation point for our most complex technical issues and highest-value customers. This role operates at the intersection of advanced technical troubleshooting, customer ownership, and cross-functional leadership.
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.
Reports To: Technical Support Manager
Department: Technical Support
Job Status: Non-Exempt
Responsibilities:
Advanced Technical Ownership
- Serve as the highest escalation point for complex and high-impact technical issues, including enterprise and business-critical outages.
- Lead end-to-end resolution of incidents, including diagnosis, mitigation, root cause analysis (RCA), and prevention.
- Handle advanced networking issues across fiber, fixed wireless, and VoIP systems.
Enterprise Customer Support
- Act as a front-line technical contact for enterprise and high-value customers.
- Own and manage critical tickets with a strong focus on communication, urgency, and transparency.
- Translate complex technical issues into clear, business-impacting terms for customers.
Incident Management & Leadership
- Lead enterprise incident response efforts, coordinating across Network Operations, Engineering, and Field teams.
- Drive incident bridges, provide real-time updates, and ensure timely resolution.
- Maintain accountability for escalations and customer satisfaction.
Cross-Functional Collaboration
- Partner with Engineering, Network Operations, and Product teams to resolve defects and improve service reliability.
- Escalate bugs, infrastructure gaps, and recurring issues with detailed technical documentation.
- Influence product and operational improvements based on frontline insights.
Mentorship & Team Development
- Act as a technical mentor and escalation resource for Tier 1 and Tier 2 agents.
- Provide guidance, training, and knowledge sharing to improve overall team capability.
Process Improvement & Strategy
- Identify trends, recurring issues, and inefficiencies; propose and implement solutions.
- Contribute to automation, tooling improvements, and workflow optimization.
- Help define escalation paths, incident response standards, and support best practices.
Documentation & Knowledge Management
- Maintain detailed and accurate documentation of incidents, RCAs, and resolutions.
- Contribute to internal knowledge bases and technical runbooks.
- Ensure enterprise-level issues are well-documented for future prevention.
Qualifications:
- High School diploma or equivalent required; advanced technical certifications or relevant experience strongly preferred.
- 3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support.
- Deep understanding of:
- LAN/WAN networking, TCP/IP, DNS, DHCP
- Fiber and fixed wireless technologies
- VoIP systems (SIP, call quality troubleshooting)
- Advanced Wi-Fi systems (including mesh networks like Eero)
- Experience with packet analysis tools (e.g.,PingPlotter ) and network diagnostics.
- Experience with ticketing systems, CRM platforms, and monitoring tools.
- Ability to leverage logs, metrics, and telemetry for troubleshooting and RCA.
- Exceptional analytical and troubleshooting skills with a methodical approach.
- Ability to lead complex incident resolution under pressure.
- Strong decision-making skills with minimal supervision.
- Excellent verbal and written communication skills.
- Ability to communicate complex technical concepts to both technical and non-technical stakeholders.
- Strong customer-first mindset, especially for enterprise clients.
- Proven ability to work cross-functionally in fast-paced environments.
- Comfortable handling high-severity incidents and shifting priorities.
- Self-driven with a strong sense of ownership and accountability.