Manager, Realtime Support and Analytics

Company Summary

Echo Star 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.

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.

Candidates must be willing to participate in at least one in‑person interview, which may include a live whiteboarding or technical assessment session

Managing an IT technical support team responsible for real‑time support of Boost Retail Wireless CXO agents requires resolving complex technical escalations, optimizing operational performance, and modernizing support workflows. This role addresses systemic service bottlenecks, refines data‑driven troubleshooting processes, and builds technical capabilities across wireless systems, databases, and APIs. Success depends on maintaining strict service level objectives while fostering a high‑performing, analytical technical support culture.

What Success Looks Like (Objectives):

• Direct and develop a team of Level 2 Advanced Technical Support Specialists to consistently achieve service level objectives and quality standards
• Investigate complex technical escalations using SQL queries, API response analysis, and targeted scripting to resolve service‑impacting issues efficiently
• Implement data‑driven monitoring processes that identify operational trends, isolate recurring systemic issues, and drive continuous improvement
• Design and deliver technical training programs that systematically expand team knowledge in wireless system diagnostics and operational tools
• Integrate AI‑driven diagnostic and workflow tools to automate incident correlation, streamline knowledge retrieval, and decrease mean time to resolution
• Collaborate cross‑functionally with internal IT engineering and support leadership to translate technical performance insights into customer service enhancements

Core Skills and Competencies (What you’ll bring):

• Deep domain expertise in wireless networks, retail IT systems, vendor portals, and complex technical troubleshooting methodologies
• Demonstrated experience supervising, coaching, and developing technical support teams within enterprise IT environments
• Advanced analytical capability using SQL and API diagnostic tools to query databases, analyze data patterns, and inspect system responses
• Ability to develop lightweight scripts and technical solutions to streamline operational tasks and resolve technical issues
• AI literacy and application skills to leverage modern AI tools for root‑cause analysis, knowledge management, and pattern recognition
• Strong professional communication and collaborative problem‑solving abilities to clearly convey technical findings to non‑technical stakeholders

Additional Qualifications:

• Experience with Snowflake database management and cloud‑based data environments
• Prior experience within the telecommunications or wireless retail sector

Minimum Requirements:

• Minimum Education: Bachelor’s Degree in Information Systems, Computer Science, or a related field
• Minimum Experience: 5 years of experience in a business domain‑focused IT application support role; 3 years of experience in a supervisory or management role in customer or technical support
• Required Technical
  
  Skills:
  
  Must have at least 3 years of experience with:
  • SQL querying and relational database analysis (e.g., Snowflake)
  • API troubleshooting, inspection, and response analysis
  • Wireless networks, systems, and device diagnostics

Visa sponsorship not available for this role

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

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…