Service Assurance Specialist T3

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

Job Title: Service Assurance Specialist T3

Company Location: Remote

Job Summary:

We are seeking an experienced and highly skilled Service Assurance Specialist T3 to join our remote team. This advanced role combines deep technical expertise with service assurance, focusing on diagnosing, resolving, and preventing complex telecom issues across data, voice, and cloud-based services. The ideal candidate will manage escalations, ensure network stability, and provide expert-level guidance to internal teams and customers. A strong commitment to compliance, customer satisfaction, operational excellence, and continuous improvement is essential.

Key Responsibilities:

• Serve as the highest-level escalation point for advanced telecom and network issues, ensuring rapid resolution of service-impacting incidents.
• Design, configure, and manage advanced routing and switching protocols (BGP, EIGRP, OSPF, RSTP, HSRP, VRRP, GLBP), with familiarity in MPLS design.
• Monitor and ensure the stability, resiliency, and performance of core network infrastructure, including BGP peerings and internet connections.
• Configure, install, and support Customer Premise Equipment (CPE) such as routers, switches, and firewalls for VoIP, DNS, and data services.
• Diagnose and resolve complex outages, including hardware failures, circuit issues, configuration errors, and software problems.
• Monitor and optimize Quality of Service (QoS) for hosted and managed telecom services.
• Provide advanced technical support for Tier 1 and Tier 2 teams, mentoring staff and improving escalation procedures.
• Develop and maintain detailed infrastructure and troubleshooting documentation.
• Collaborate with vendors, customers, and internal teams to ensure seamless service delivery and timely resolution of issues.
• Lead the design, testing, and deployment of new infrastructure projects.
• Ensure all activities adhere to SOC2 protocols, maintaining security, availability, and confidentiality standards.
• Contribute to the development of operational processes, tools, and best practices to enhance service assurance.
• Must learn and support proprietary applications.
• Handle additional duties as requested by management.

Qualifications:

Education and Experience:

• Bachelor's degree in Computer Engineering, Network Engineering, Telecommunications, or a related field (Master's preferred); or equivalent work experience.
• Demonstrated experience in telecommunications and networking with advanced troubleshooting and escalation support responsibilities.
• Prior Tier 3 or senior support experience strongly preferred.

Knowledge, Skills, and Abilities:

• Advanced knowledge of telecom systems, network protocols, and security practices.
• Expertise with Adtran or Cisco CPE configuration and troubleshooting.
• Strong understanding of VoIP, SIP (HPBX and trunking), and PBX systems.
• Experience with Sansay and Metaswitch SBCs is a plus.
• Proficiency in Metro Ethernet Technologies, LAN/WAN optimization, and QoS management.
• Proven ability to troubleshoot hardware, software, and complex network issues.
• Experience with Cisco, Polycom, Grandstream, and Mitel (Aastra) phones.
• Strong problem-solving, analytical, and customer service skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in a remote environment, managing multiple priorities and projects.

Preferred Qualifications:

• Industry certifications such as CCNA, CCNP, CompTIA Network+, or other relevant credentials.
• Experience with telecom monitoring, diagnostic, and assurance tools.
• Familiarity with proprietary telecom systems and applications.

Working Conditions:

This is a remote position. Candidates must have a reliable internet connection and a dedicated workspace to effectively perform job responsibilities.

All your information will be kept confidential according to EEO guidelines.