Company: Lightcraft
Location: Maine
Department: Operations
Reports To: Chief Technology Officer
Mac Mountain invests in fiber broadband networks and builds long-term partnerships with municipalities, rural electric co-ops, developers, homebuilders and regional ISPs.
LightCraft, a division of Mac Mountain, delivers comprehensive shared services to fiber network operators across the United States. We specialize in streamlining operations, enhancing customer experiences, and accelerating growth for our partners. Our expertise spans network deployment, customer acquisition, billing and support, and technology management, enabling our clients to focus on core business objectives while leveraging our scalable and efficient solutions. With a commitment to innovation and operational excellence, LightCraft empowers fiber providers to deliver high-speed, reliable internet to communities nationwide.
The Technical Support Manager is responsible for advanced troubleshooting and resolution of complex customer and network-related issues that cannot be resolved by Tier 1 support. This role acts as a critical escalation point, working closely with network operations, engineering, and customer support teams to ensure timely and effective issue resolution.
The ideal candidate has strong technical knowledge of fiber-to-the-home (FTTH) networks, excellent problem-solving skills, and the ability to communicate technical concepts clearly to both internal teams and customers.
Handle escalated Tier 2 support tickets related to internet connectivity, ONT issues, router configurations, and service disruptions
Diagnose and resolve complex technical issues involving fiber infrastructure, network performance, and customer equipment
Perform root cause analysis and document findings for recurring issues
Ensure timely resolution in alignment with SLA requirements
Utilize OSS/BSS platforms (e.g., Gaiia) and ticketing systems to track, update, and resolve support requests
Maintain detailed and accurate documentation of troubleshooting steps and resolutions
Prioritize tickets based on urgency, impact, and SLA commitments
Identify trends and recurring issues to recommend process or system improvements
Collaborate with Network Operations Center (NOC), field technicians, and engineering teams to resolve service issues
Assist with provisioning, activation, and troubleshooting of fiber services
Support network maintenance activities and outage response efforts
Escalate critical incidents appropriately and provide status updates to stakeholders
Communicate technical issues and resolutions clearly to Tier 1 teams, CSRs, and customers when needed
Provide guidance and training to Tier 1 support staff to improve first-call resolution rates
Maintain a professional, empathetic approach when dealing with customer-impacting issues
High school diploma required; Associate’s or Bachelor’s degree in IT, Networking, or related field preferred
2+ years of technical support experience, preferably in telecommunications or ISP environments
Experience with FTTH networks, routers, ONTs, and broadband technologies strongly preferred
Familiarity with OSS/BSS platforms (e.g., Gaiia) and ticketing systems
Networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting) required
COMMUNICATION & TECHNICAL REQUIREMENTS:
Strong troubleshooting and analytical skills
Ability to explain technical concepts to non-technical audiences
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Strong attention to detail and documentation discipline
Location: Remote or hybrid (Maine-based operations support)
Schedule: May require evenings, weekends, or on-call rotation depending on network needs
Fast-paced, high-volume support environment
Occasional coordination with field teams and network operations
Hourly rate or base salary plus commission, commensurate with experience.
Benefits package including health insurance, paid time off, and retirement plan options (as applicable)
This position reports to the Technical Support Manager and works closely with Customer Support, Network Operations, Engineering, and Customer Service teams.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.