{"schemaVersion":"jobsearcher.job.v1","id":"402f810c7d58ef064a77eab4","url":"https://jobsearcher.com/jobs/402f810c7d58ef064a77eab4","canonicalUrl":"https://jobsearcher.com/jobs/402f810c7d58ef064a77eab4","title":"Advanced Technical Support Engineer","description":"Advanced Technical Support Engineers are part of the Advanced Technical Support team and help provide exceptional customer experiences by providing turn-key solutions to service incidents across Hotwire's product portfolio. TSEs field a wide variety of inbound requests from various sources. While owning the incidents from identification through resolution, the TSEs will utilize their technical, critical thinking, and communication skills to restore services, build customer relationships, and keep an eye on how to improve processes along the way. To be successful in this role, a candidate must have a strong customer focused attitude, a broad understanding of internet-based services and technologies, and excellent troubleshooting skills.\r\nDuties / Responsibilities Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.\r\nTroubleshoot all incidents and elevate to higher levels as needed.\r\nMonitor production network environment using a combination of monitoring tools to ensure availability.\r\nCoordinate onsite dispatch of Telecommunication technicians to repair services\r\nRespond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain the level and criticality of the problem.\r\nDiscover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.\r\nEscalate issues and problems according to procedures and best judgment.\r\nPerform periodic health checks of systems.\r\nUse judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.\r\nDiagnose problems and resolve them in an expeditious manner.\r\nWork with Engineers to resolve production problems.\r\nWrite thorough trouble ticket notes on production incidents and problems.\r\nMay write or revise system documentation and procedures.\r\nMay be required to travel (10% for training and other functions)\r\nMinimum Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.\r\nMust be able to effectively communicate in both written and verbal forms at all levels of the business, including customers, peers, colleagues, and executive management.\r\nMinimum of 4 years of experience in a Help Desk or high-volume call center preferred\r\nMinimum of 4 years of experience working in IT Operations including knowledge of common, tools, methods, and techniques\r\nMinimum of 4 years of progressively responsible work experience in network and / or server monitoring.\r\nExperience in Monitoring Theory / Implementation\r\nExperience in current Internet network hardware and software technologies\r\nExperience and knowledge in wireless standards 802.11n/ac/ax and RF fundamentals.\r\nBachelor's Degree or equivalent from four-year college or technical school. Additional experience or training may substitute for education.\r\nExperience and knowledge in LAN/WAN technologies, including DNS, DHCP, TCP/IP, VPN, Wireless, and fiber technologies.\r\nAdvanced computer proficiency in Microsoft Office products including Excel and Word.\r\nExperience troubleshooting large-scale networks.\r\nStrong knowledge of LAN/WAN and network protocols\r\nMust be able to participate in video conferences professionally. This includes a quiet environment and an adequate internet connection.\r\nWilling and able to work a flexible schedule that may include extended hours, travel, overnight and out-of-town stay, day/night shifts.\r\nPreferred Qualifications Experience with ticketing system. (Jira/'service now')\r\nKnowledge of ITIL is preferred\r\nBenefits Comprehensive Healthcare/Dental/Vision Plans\r\n401K Retirement Plan with Company Match\r\nPaid Vacation, Sick Time, and Additional Holidays (including your Birthday!)\r\nPaid Volunteer Time\r\nPaid Parental Leave\r\nHotwire Service Discounts - for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service\r\nEmployee Referral Bonuses\r\nExclusive Entertainment Discounts/Perks\r\nHotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\r\nJ-18808-Ljbffr","company":"Socket","rawCompany":"socket","city":"Fort Lauderdale","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-08-12T00:55:53.963Z","occupations":[{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"49-2022.00","title":"Telecommunications Equipment Installers and Repairers, Except Line Installers","slug":"telecommunications-equipment-installers-and-repairers-except-line-installers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"517111","title":"Wired Telecommunications Carriers","slug":"wired-telecommunications-carriers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Advanced Technical Support Engineer","description":"Advanced Technical Support Engineers are part of the Advanced Technical Support team and help provide exceptional customer experiences by providing turn-key solutions to service incidents across Hotwire's product portfolio. TSEs field a wide variety of inbound requests from various sources. While owning the incidents from identification through resolution, the TSEs will utilize their technical, critical thinking, and communication skills to restore services, build customer relationships, and keep an eye on how to improve processes along the way. To be successful in this role, a candidate must have a strong customer focused attitude, a broad understanding of internet-based services and technologies, and excellent troubleshooting skills.\r\nDuties / Responsibilities Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.\r\nTroubleshoot all incidents and elevate to higher levels as needed.\r\nMonitor production network environment using a combination of monitoring tools to ensure availability.\r\nCoordinate onsite dispatch of Telecommunication technicians to repair services\r\nRespond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain the level and criticality of the problem.\r\nDiscover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.\r\nEscalate issues and problems according to procedures and best judgment.\r\nPerform periodic health checks of systems.\r\nUse judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.\r\nDiagnose problems and resolve them in an expeditious manner.\r\nWork with Engineers to resolve production problems.\r\nWrite thorough trouble ticket notes on production incidents and problems.\r\nMay write or revise system documentation and procedures.\r\nMay be required to travel (10% for training and other functions)\r\nMinimum Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.\r\nMust be able to effectively communicate in both written and verbal forms at all levels of the business, including customers, peers, colleagues, and executive management.\r\nMinimum of 4 years of experience in a Help Desk or high-volume call center preferred\r\nMinimum of 4 years of experience working in IT Operations including knowledge of common, tools, methods, and techniques\r\nMinimum of 4 years of progressively responsible work experience in network and / or server monitoring.\r\nExperience in Monitoring Theory / Implementation\r\nExperience in current Internet network hardware and software technologies\r\nExperience and knowledge in wireless standards 802.11n/ac/ax and RF fundamentals.\r\nBachelor's Degree or equivalent from four-year college or technical school. Additional experience or training may substitute for education.\r\nExperience and knowledge in LAN/WAN technologies, including DNS, DHCP, TCP/IP, VPN, Wireless, and fiber technologies.\r\nAdvanced computer proficiency in Microsoft Office products including Excel and Word.\r\nExperience troubleshooting large-scale networks.\r\nStrong knowledge of LAN/WAN and network protocols\r\nMust be able to participate in video conferences professionally. This includes a quiet environment and an adequate internet connection.\r\nWilling and able to work a flexible schedule that may include extended hours, travel, overnight and out-of-town stay, day/night shifts.\r\nPreferred Qualifications Experience with ticketing system. (Jira/'service now')\r\nKnowledge of ITIL is preferred\r\nBenefits Comprehensive Healthcare/Dental/Vision Plans\r\n401K Retirement Plan with Company Match\r\nPaid Vacation, Sick Time, and Additional Holidays (including your Birthday!)\r\nPaid Volunteer Time\r\nPaid Parental Leave\r\nHotwire Service Discounts - for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service\r\nEmployee Referral Bonuses\r\nExclusive Entertainment Discounts/Perks\r\nHotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.\r\nJ-18808-Ljbffr","datePosted":"2026-08-12T00:55:53.963Z","dateModified":"2026-08-12T00:55:53.963Z","hiringOrganization":{"@type":"Organization","name":"Socket","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Fort Lauderdale","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"402f810c7d58ef064a77eab4"},"url":"https://jobsearcher.com/jobs/402f810c7d58ef064a77eab4"}}