Technical Solutions Specialist

Overview

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts.

Where You Will Work

• This position will be based in Astound's Seattle SoDo, WA office.

Operational & Support Functions

• Create and manage repair tickets with detailed notations and follow-through.
• Support and update records of network outages, escalations, and field operation activities.
• Monitor, review, and triage outage alerts, gathering intel and escalating appropriately.
• Work directly with field operations on service turn-ups, ensuring accurate documentation and tracking.
• Perform QA testing, lab testing, and network analysis to optimize performance and identify opportunities for improvement.
• Manage wireless network creation, supported device testing, and feature rollouts.
• Conduct Root Cause analysis to identify recurring incidents, and collaborate with teams to create remediation processes.

Process & Documentation

• Develop, implement, and maintain Standard Operating Procedures (SOPs) across technical and operational workflows.
• Manage and update internal knowledge base and wikis, ensuring content is accurate and accessible.
• Partner with Learning and Development on the creation of guides, documentation, and training materials for both technical and non-technical audiences.
• Support the Customer Success Manager and broader leadership with technical insights and project deliverables.
• Manage conversation/project documentation, deployment checklists, and operational reviews.

Collaboration & Outreach

• Partner with onboarding managers, leasing staff, and regional leadership for smooth market activations.
• Conduct regional status calls, market visits, and in-person or remote support for deployments (occasional travel to all operational markets).
• Partner with Learning and Development on the delivery of technical training to managers, DSRs, support teams, and stakeholders.
• Support customer outreach, contact tracking, and portfolio management across assigned regions.
• Collaborate with management on product matching and operationalizing SOP-driven solutions.

Systems & Product Management

• Absorb and manage various vendor-specific NMS systems and other AP management platforms to improve performance and monitor for system issues.
• Oversee daily data reports, address collisions, and make related CRM or NMS adjustments.
• Contribute to IT outreach initiatives and technical enablement projects.
• Partner with Marketing to create web and print materials for technical communications and customer-facing content.
• In-office work required.
• Other duties as assigned.

• Minimum 3 years of direct NMS (Network Management Systems) experience with Ruckus and Ubiquity.
• Minimum 3 years of technical support or technical sales experience in networking/ISP or related industry.
• Proven success in SOP creation, documentation, and technical training.
• Hands-on experience with SSID configuration, AP management, and troubleshooting.
• Strong knowledge of networking technologies and deployment best practices.
• Excellent written and verbal communication skills, with ability to create technical documentation and guides.
• Skilled in project management, triage, and cross-functional collaboration.
• Ability to analyze, optimize, and operationalize network processes.
• Comfortable working in fast-paced, multi-market environments with frequent context switching.
• Occasional travel may be required for regional market visits (in-person support and deployment).
• Occasional after hours and holidays work required.
• Collaborates closely with operations, and IT leadership.

• High School Diploma or equivalent.
• CCNA…