Technical Support Representative III

Surf Internet•La Porte, IN

6d•$28 - $30•Onsite

About The Position

Surf Internet is seeking a highly experienced Tier 3 Technical Support Representative to serve as a front-line escalation point for our most complex technical issues and highest-value customers. This role operates at the intersection of advanced technical troubleshooting, customer ownership, and cross-functional leadership. As a Tier 3 representative, you will lead the resolution of critical incidents, support enterprise clients directly. You will drive root cause analysis, and ensure a seamless, high-quality customer experience at scale.

Requirements

High School diploma or equivalent required; advanced technical certifications or relevant experience strongly preferred.
3+ years of experience in technical support, networking, or ISP environments, including Tier 2/3 support.
Deep understanding of: LAN/WAN networking, TCP/IP, DNS, DHCP
Fiber and fixed wireless technologies
VoIP systems (SIP, call quality troubleshooting)
Advanced Wi-Fi systems (including mesh networks like Eero)
Experience with packet analysis tools (e.g., PingPlotter) and network diagnostics.
Experience with ticketing systems, CRM platforms, and monitoring tools.
Ability to leverage logs, metrics, and telemetry for troubleshooting and RCA.
Exceptional analytical and troubleshooting skills with a methodical approach.
Ability to lead complex incident resolution under pressure.
Strong decision-making skills with minimal supervision.
Excellent verbal and written communication skills.
Ability to communicate complex technical concepts to both technical and non-technical stakeholders.
Strong customer-first mindset, especially for enterprise clients.
Proven ability to work cross-functionally in fast-paced environments.
Comfortable handling high-severity incidents and shifting priorities.
Self-driven with a strong sense of ownership and accountability.

Responsibilities

Serve as the highest escalation point for complex and high-impact technical issues, including enterprise and business-critical outages.
Lead end-to-end resolution of incidents, including diagnosis, mitigation, root cause analysis (RCA), and prevention.
Handle advanced networking issues across fiber, fixed wireless, and VoIP systems.
Act as a front-line technical contact for enterprise and high-value customers.
Own and manage critical tickets with a strong focus on communication, urgency, and transparency.
Translate complex technical issues into clear, business-impacting terms for customers.
Lead enterprise incident response efforts, coordinating across Network Operations, Engineering, and Field teams.
Drive incident bridges, provide real-time updates, and ensure timely resolution.
Maintain accountability for escalations and customer satisfaction.
Partner with Engineering, Network Operations, and Product teams to resolve defects and improve service reliability.
Escalate bugs, infrastructure gaps, and recurring issues with detailed technical documentation.
Influence product and operational improvements based on frontline insights.
Act as a technical mentor and escalation resource for Tier 1 and Tier 2 agents.
Provide guidance, training, and knowledge sharing to improve overall team capability.
Identify trends, recurring issues, and inefficiencies; propose and implement solutions.
Contribute to automation, tooling improvements, and workflow optimization.
Help define escalation paths, incident response standards, and support best practices.
Maintain detailed and accurate documentation of incidents, RCAs, and resolutions.
Contribute to internal knowledge bases and technical runbooks.
Ensure enterprise-level issues are well-documented for future prevention.