Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a SE Support Manager, Solutions Engineering to be primarily responsible for navigating all Technical Solution Analysts (P1) throughout their day-to-day responsibilities and facilitating ongoing trajectory within their role while simultaneously ensuring the P1 team provides high-quality and timely support to the SE/SA Org.

Managing the P1 team will require comprehension of the technical, business, customer, and process scope that is required for SEs and Sr. SEs. Partnered with the GSM Training Team, the SE Support Manager, Solutions Engineering will guide all levels of P1s throughout onboarding and continuous training programs to ensure each individual performs to the standard outlined in their corresponding job description. To achieve this, the SE Support Manager, Solutions Engineering is expected to drive a mentor-like relationship with each P1 to ensure individual needs are being met and directional feedback is adequately communicated between P1 individuals, the SE Support Team, and higher leadership.

Responsibilities:

• Manage the day-to-day responsibility queue for all P1 individuals within the SE Support Team. Assist in designing and facilitating training and queue support to ensure completion of all needs in a manner that meets or exceeds SLA targets.
• Serve as a feedback loop between SE Support individuals and higher leadership levels to ensure organizational direction is disseminated to the team and that directional feedback from SEs is adequately captured.
• Act as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, provide primary communication for operational lifecycle issues by pulling in necessary resources to address ongoing problems.
• Serve as a technical resource for internal company departments and aid in developing communication strategies with intern departments by staying well-versed in internal design methods and operational processes to assist and develop individuals on the SE Support Team.
• Define and communicate SE Support process gaps that will be measured and tracked via KPIs and rewarded via AIP. Define opportunities for coaching and communicate with leadership if additional help is needed. Identify talent and communicate promotional strategies when applicable.

Qualifications:

• Minimum of 4 (four) years of experience in technical sales engineering/support role(s) within the telecommunications industry (ideally ISP, CLEC, ILEC, VAR, or MSO)
• High-level understanding of Fiber Optic network design and implementation
• Proficiency in navigating the OSI Model
• Previous experience in a leadership role, preferably a Sales or Sales/Solution Engineering leadership role
• Previous experience on SE Support Team (minimum 1 year of experience)
• Ability to handle sensitive issues with discretion and confidentiality
• Ability to handle ambiguity, and anticipate and quickly react to changes in a fast-paced, team-oriented environment
• Strong understanding of operations processes and systems across all internal organizations and industry best practices
• Strong interpersonal, teamwork, conflict resolution, and negotiation skills
• Strong time management, organizational, and prioritization capabilities
• Excellent oral and written communications skills internally and customer-facing
• Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
• Ability to challenge the status quo with a focus on continuous improvement
• Highly motivated, self-starter who can thrive independently or in a team environment
• Attention to detail with good organizational capabilities
• Ability to prioritize with good time management skills
• Primarily office environment 8 to 5 with some business travel and after-hours support
• Must be willing to work on-call via cell phone, including on weekends and holidays

Preferred Additional Experience:

• Bachelor's degree in Telecommunications, Engineering, Economics, General Business, and or related field of study
• Salesforce, Google Earth, ESRI, MyWorld/GE Smallworld
• Proficiency in navigating the OSI Model
• MAN technologies and designs (including DS-x, OC-x, WDM, and Ethernet)
• Internet technologies, functionality, and services
• Networking protocols (emphasis on Layers 1, 2, and 3)
• Data networking technologies, functionality, and services (LAN, MAN, WAN, VPN)

Base pay range: $75,200 - $98,700 USD/annually commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Zayo 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, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.