Lead Commercial Technical Operations

The Opportunity

We re seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments. In this role, you ll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement.

You ll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands-on leadership while helping ensure exceptional service delivery for our commercial customers. This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast-paced Network Operations environment.

Technical Leadership & Shift Operations

Serve as the senior technical resource and operational leader during your assigned shift.

Responsibilities include:

Serving as the shift and floor lead by providing real-time queue oversight, workload balancing, coverage recommendations, and acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 → Tier 3 → Engineering escalation path. Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including bridge participation, communication leadership, and coordination with Engineering teams.

Reinforcing Supervisor-established standards related to schedule adherence, ticket quality, and documentation standards.

Coaching, Mentorship & Team Development

Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing. Responsibilities include delivering side-by-side coaching, ticket reviews, call reviews, targeted skill-gap remediation, leading shift huddles, technical training sessions, and readiness initiatives for new products, features, and process updates. Owning team-facing knowledge management, including runbooks, knowledge base articles, technical tips, and post-incident lessons learned. Providing performance feedback to Supervisors regarding coaching opportunities, individual readiness, and career advancement recommendations.

Advanced Technical Support

Serve as the team s Subject Matter Expert (SME) across the WOW! Business portfolio. Responsibilities include supporting all WOW! Business: voice services, video services, data products; handling the most complex customer trouble tickets; modeling effective troubleshooting techniques while actively transferring knowledge to teammates; providing advanced OSI model-based diagnosis, troubleshooting, consulting, and coordination for customer-impacting issues; coordinating issue resolution among customers, network administrators, vendors, field technicians, service providers, internal WOW!

teams.

Data Center Operations

Support mission-critical data center operations by monitoring critical infrastructure systems, including physical security, power, and HVAC; providing hands and feet support when required; maintaining documentation and security for customer equipment and packages received and shipped through data centers; following all ticket management and data center operational policies and procedures.

Product Support & Documentation

Responsibilities include documenting technical issues and resolutions within company ticketing and billing systems; assisting with testing, certification, implementation, and support of new WOW! Business products; performing additional duties as assigned.

Minimum Education & Experience

High School Diploma or equivalent required;
Associate s degree or higher in information technology, computer science, telecommunications, or related technical field preferred; four years of telecommunications or related technical support experience within: network operations centers, systems administration, IT operations.

Skills & Abilities for Success

Technical Leadership:
Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role.

Certi…