Manager, Managed Services Engineers, Telecom

AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® – Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.

AireSpring has received numerous third-party industry awards: “Product of the Year”, “Best Telecom Deal,” “Best in Show,” and “Top Channel Program.”

AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates.

The Manager, MSEs successfully leads a team responsible for managing, creating, designing, implementing, and turning up AireSpring’s services. AireSpring’s extensive product suite is constantly evolving to meet the needs of the medium enterprise market. The MSE (Managed Services Engineers) are a critical team as they build and implement the solutions that solve customers’ business problems, providing them with peace of mind. MSEs partner with the AireSpring Project Coordination team as well as numerous other AireSpring departments to successfully implement solutions. MSEs own the technical solutions for customers post sale through implementation. Often the Manager and team members collaborate and coordinate with Sales Engineers prior to sales are completed, to ensure a smooth implementation.

The successful Manager, MSEs duties will include but are not limited to:

• Provide leadership for the tiered MSE team, consisting of Tier 3, Tier 2 and Tier 1 MSEs along with corresponding Supervisors and leads
• Manage the workflow of their employees, creating team schedules and delegating tasks
• Assess the work performance of their employees and identifying areas that need improvement, and establishing and executing skill building plans
• Ensure that business goals, deadlines and performance standards are met
• Maintain work force management to ensure growth and product evolution as demanded by the business
• Ensure training and onboarding new hires is delivered, ensuring they understand their roles, tools, processes and procedures
• Set goals for the team members and verify compliance with the company’s plans and vision
• Recommend and evaluate new employees, partnering with the AireSpring human resources team, based on an assessment of their history and past performance and conducting interviews
• Complete performance evaluations consistent with HR and senior management guidelines and expectations
• Consistent with the AireSpring product portfolio, ensure the team is skilled appropriately in the following:
  • Data & Voice Services for Business Customers
  • Enterprise networking solutions that include a complete suite of access methods and WAN configurations
  • Multivendor SDWAN /MPLS solutions standalone and interworked with other AireSpring products and customer provided components
  • Enterprise voice solutions- Hosted/Cloud PBX/VoIP/ SIP Trunking
  • Managed Firewalls
  • Any additional technologies AireSpring adds to the portfolio
• Continuously exercise personal skill building and education on new technologies, products, and processes
• Provide outstanding customer service

Required experience will include but not limited to:

• Customer centric, experience manager that can provide thought leadership to the operation and contribute to the overall customer experience
• Demonstrated ability to successfully lead technical teams in a rapid growth managed services environment
• Envision process improvements and lead the execution and maintenance of best practices, processes and procedures
• Leadership experience managing a engineering team who:
  • handles routing and switching protocols for customer premises including Border Gate protocol (BGP), Enhanced Interior Gateway Protocol (EIGRP), Open Short Path First (OSPF), Rapid Spanning Tree Protocol (RSTP), Hot Standby Routing Protocol (HSRP), Virtual Routing Redundant Protocol (VRRP), Gateway Load Balancing Protocol (GLBP) and familiar with Multiprotocol Label Switching (MPLS) design
  • performs configuration and installation of Customer Premise Equipment (CPE) (routers and switches and firewalls) and customer network infrastructure in support of VOIP and Data Network Services (DNS)
  • executes IP site outage troubleshooting: Hardware failure, Circuit failure, Hardware reboot, Software issues (IP Routing, Switching, Internet Operating System (IOS), DNS, VOIP)
  • enacts QoS monitoring of hosted voice services and call pathing troubleshooting
  • Develops and retains any related/required infrastructure documentation
• Active participation in management meetings
• Strongly self-motivated and willing to tackle challenging problems

Culture Fit:

• Obsessed with delighting the customer
• Clarity over the purpose and goals of the business
• Focus on results, which requires fundamental communication, transparency, and authenticity
• Holds one another accountable to the business commitments that have been decided upon
• Confident yet humble
• Supportive and Collaborative
• Curious, eager to learn

Additional expectations and experience:

• Obsessive focus on delighting the customer
• Extensive time spent working with our customers, vendors, channel partners and other departments at AireSpring to ensure on-time and proper delivery of our services, meeting the needs of our customers and our company’s standards.

• 5-10 years of experience in leading technical, engineering teams within Telecommunications and Networking, or any equivalent combination of education and experience, leadership within network (WAN and LAN) designs and topology drawings and network configuration management in a rapid growth managed services environment
• Must possess excellent management and technical problem & resolution skills with the ability to work independently while meeting demanding timelines
• Proven skills in Project Management, Team leadership, Coaching and Mentoring
• Highest standards of personal and professional integrity and ethics
• Fosters an open work environment that is results driven and generates excitement, enthusiasm, and commitment

DESIRED TECHNICAL KNOWLEDGE, SKILLS, AND ABILITIES

The successful candidate will not only possess great leadership skills, but also establish and maintain working familiarity with the following:

• Network Management, routing protocols and Security as utilized in the AireSpring product suite
• Adtran and Cisco CPE and configuration
• SDWAN and SASE deployments and vendors including VMWare and Fortinet
• Implementation of Voice Over IP, SIP (HPBX and trunking)
• Numerous network and CPE components and methodologies used in the AireSpring services such as Sansay and Metaswitch SBCs, Metro Ethernet Technologies, Hardware / Software Troubleshooting, LAN/WAN Optimization and with Cisco, Polycom, Grandstream, Yealink and Aastra (Mitel) phones

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