Remote FTTH Technical Support Specialist

Company: Light craft 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.

Light Craft, 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, Light Craft empowers fiber providers to deliver high-speed, reliable internet to communities nationwide.

The Technical Support Representative 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

Occasional coordination with field teams and network operations

Hourly rate or base salary plus commission, commensurate with…