CORE Support Supervisor

Switch • Las Vegas, NV

19h • Hybrid

About The Position

At Switch, we dont just design, build and operate data centerswe are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world. We believe that innovation isnt just about technologyits about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the worlds most advanced digital infrastructure that powers the progress of humanity. The Role: CORE Support Supervisor This role leads the day-to-day execution of CORE support operations within Network Operations. You are responsible for supervising a team that supports Switchs CORE product offerings, ensuring service levels are met and incidents are handled consistently. The role balances people leadership with operational ownership, escalation management, and continuous improvement of tools and processes.

Requirements

• 2 or more years of experience in a supervisory or team lead role, or equivalent senior technical experience within CORE or network operations.
• Background in telecommunications or IT operations, including incident management and troubleshooting.
• Working knowledge of network topologies, circuit types, and service delivery models.
• Familiarity with Switch CORE products and related data center infrastructure.
• Experience reviewing SLA performance and operational metrics.
• Ability to manage schedules, priorities, and on-call rotations.
• Strong written and verbal communication skills.
• ITIL Foundation certification required within 6 months of hire.
• Leadership training required within 12 months of hire.
• Associate degree in IT, a technical trade, or equivalent combination of education and experience.

Nice To Haves

• Network+, CCENT, A+, or Security+ certifications preferred, not required.

Responsibilities

• Supervise daily CORE Support operations and ensure coverage, quality, and timeliness of work.
• Act as an escalation point for CORE-related incidents, tickets, and customer-impacting events.
• Lead incident management activities, including initiating and managing bridge calls or chat channels.
• Review ticket performance and SLA metrics, identify trends, and initiate SLA credit requests when appropriate.
• Deliver consistent, clear communications to internal stakeholders during incidents and service events.
• Generate service performance audits for internal and external review as needed.
• Track incidents, maintenance events, and service data to support trend analysis and reporting.
• Develop and maintain standard operating procedures and process documentation.
• Evaluate tools and workflows and drive continuous operational improvements.
• Coach, train, and mentor CORE Support team members.
• Maintain accurate records for customer CORE services.
• Schedule and conduct recurring service assurance reviews with customers.

Benefits

• A Culture of Karma We are self-motivated by karma, ensuring our actions contribute to a positive, supportive and forward-thinking environment.
• Industry Leading Designs Work with the most advanced data center technology on the planet and be a part of emerging technology development.
• Flexibility & Remote Opportunities Whether in-office, hybrid, or fully remote, we offer the technology and support to keep teams connected and productive.
• Career Stability & Growth In this expanding industry, we invest in our people, providing opportunities & advancement in a stable, growing company.
• Generous Benefits Package - Switch provides medical plan options of comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree