Technical Support Representative III

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.