Manager, Realtime Support and Analytics
US-AZ-Chandler
Attract-careers1
Req #: 100554
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session Managing an IT technical support team responsible for real-time support of Boost Retail Wireless CXO agents requires resolving complex technical escalations, optimizing operational performance, and modernizing support workflows. This role addresses systemic service bottlenecks, refines data-driven troubleshooting processes, and builds technical capabilities across wireless systems, databases, and APIs. Success depends on maintaining strict service level objectives while fostering a high-performing, analytical technical support culture. What Success Looks Like (Objectives): * Direct and develop a team of Level 2 Advanced Technical Support Specialists to consistently achieve service level objectives and quality standards * Investigate complex technical escalations using SQL queries, API response analysis, and targeted scripting to resolve service-impacting issues efficiently * Implement data-driven monitoring processes that identify operational trends, isolate recurring systemic issues, and drive continuous improvement * Design and deliver technical training programs that systematically expand team knowledge in wireless system diagnostics and operational tools * Integrate AI-driven diagnostic and workflow tools to automate incident correlation, streamline knowledge retrieval, and decrease mean time to resolution * Collaborate cross-functionally with internal IT engineering and support leadership to translate technical performance insights into customer service enhancements Qualifications: Core Skills and Competencies (What you'll bring): * Deep domain expertise in wireless networks, retail IT systems, vendor portals, and complex technical troubleshooting methodologies * Demonstrated experience supervising, coaching, and developing technical support teams within enterprise IT environments * Advanced analytical capability using SQL and API diagnostic tools to query databases, analyze data patterns, and inspect system responses * Ability to develop lightweight scripts and technical solutions to streamline operational tasks and resolve technical issues * AI literacy and application skills to leverage modern AI tools for root-cause analysis, knowledge management, and pattern recognition * Strong professional communication and collaborative problem-solving abilities to clearly convey technical findings to non-technical stakeholders Additional Qualifications: * Experience with Snowflake database management and cloud-based data environments * Prior experience within the telecommunications or wireless retail sector Minimum Requirements: * Minimum Education: Bachelor's Degree in Information Systems, Computer Science, Business, or a related field * Minimum Experience: 5 years of experience in a business domain-focused IT application support role; 3 years of experience in a supervisory or management role in customer or technical support * Required Technical Skills: Must have at least 3 years of experience with: * SQL querying and relational database analysis (e.g., Snowflake) * API troubleshooting, inspection, and response analysis * Wireless networks, systems, and device diagnostics Visa sponsorship not available for this role #LI-JZ2
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