Manager, Network and Integration Specialists

This is a fully remote position, open to applicants in Texas.

📋 Description

• Lead, mentor, and cultivate the Network and Integration Specialists team that supports the STRATIS IoT smart building platform.

• Oversee daily Tier 3 support operations, focusing on workload prioritization, queue management, service level agreements, escalations, performance metrics, and stakeholder communication.

• Recruit, onboard, nurture, and retain skilled technical personnel.

• Set performance expectations for the team and individuals; conduct one-on-one meetings, coaching sessions, performance evaluations, and career development conversations.

• Act as the escalation point for intricate Tier 2 issues and serve as the primary NIS contact for divisional management and executive leadership.

• Offer technical guidance and hands-on support for networks, wireless technologies, connected devices, cloud services, and system integrations.

• Ensure that customer-impacting and production issues are swiftly investigated and resolved, with clear ownership, documentation, and proactive communication.

• Develop and enforce configuration, change, incident, and other operational policies within the STRATIS IoT environment.

• Standardize and continuously enhance tools, troubleshooting methods, escalation processes, operating procedures, and service delivery standards.

• Monitor and report on operational performance metrics, including case volume, backlog, issue aging, service level attainment, escalation trends, customer impact, system certification, and other key performance indicators (KPIs).

• Identify recurring issues and collaborate with Product, Engineering, Platform, Application Development, and Infrastructure teams to analyze root causes and implement corrective and preventive actions.

• Work with Project Management to identify, deploy, certify, and support infrastructure solutions.

• Assist in achieving at least 90% system certification prior to the transition of projects to Support.

• Coordinate production integrations with technical partner teams, which includes validation planning, testing, risk identification, and production-readiness reporting.

• Provide budgetary recommendations, purchasing advice, resource planning, and infrastructure capacity planning.

• Encourage knowledge sharing across NIS, Tier 1, Tier 2, Project Management, Product, and Engineering teams.

• Promote accountability, collaboration, customer advocacy, continuous improvement, and operational excellence.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Electrical Engineering, Telecommunications Engineering, Information Technology, or a related field, or an equivalent combination of education and relevant professional experience.

• At least five years of relevant experience in network engineering, technical support, IoT operations, infrastructure support, or a related technical discipline.

• Minimum of two years of experience in people management, team leadership, or comparable technical leadership roles.

• Proven experience in supporting or leading an advanced technical support, network operations, escalation management, or Tier 3 support function.

• Demonstrated capability to recruit, mentor, develop, motivate, and manage the performance of technical staff.

• Strong understanding of Internet of Things devices, protocols, integrations, and supporting systems.

• In-depth knowledge of IP networking concepts, including TCP/IP, VLAN configuration, subnetting, switching, and routing fundamentals.

• Familiarity with multicast traffic concepts, configurations, troubleshooting methods, and common use cases.

• Experience with network hardware, network architecture, and infrastructure design.

• Advanced knowledge of Wi-Fi and wireless networking, including configuration, performance optimization, and troubleshooting.

• Understanding of Z-Wave, LoRa, or similar wireless IoT technologies.

• Proficiency in core network services and configurations, including VPNs, DHCP, static IP addressing, and DNS.

• Experience troubleshooting complex issues involving connected devices, networks, wireless environments, cloud services, software applications, and system integrations.

• Experience managing customer-impacting escalations, technical incidents, problem resolution, and communication across various business and technical teams.

• Ability to analyze operational data, identify trends and risks, prioritize effectively, and make data-driven decisions in a fast-paced support environment.

• Excellent written and verbal communication skills, with the ability to explain technical topics to audiences with varying levels of technical expertise.

• Capability to prepare clear, professional communications and effectively manage or de-escalate sensitive customer and stakeholder situations.

• Strong organizational, analytical, problem-solving, prioritization, and multitasking abilities.

• Willingness to provide hands-on technical support and participate in critical-issue or after-hours escalation coverage when needed.

• Preferred: Experience in supporting enterprise SaaS, smart building, property technology, or large-scale IoT solutions.

• Preferred: Experience with Amazon Web Services or a comparable cloud environment.

• Preferred: Familiarity with ITIL-aligned incident management, problem management, change management, configuration management, or root-cause-analysis practices.

• Preferred: Cisco, CompTIA, CEDIA, AWS, or similar networking, cloud, or technology certifications.

• Preferred: A security-related certification such as CISSP, CompTIA Security+, or an equivalent credential.

• Preferred: Understanding of information security, data privacy, and compliance considerations in connected-device and cloud technology environments.

• Preferred: Experience collaborating with Product Management, Engineering, Project Management, Infrastructure, and customer-facing support organizations.

• Preferred: Experience developing operational metrics, dashboards, service-level targets, technical documentation, and continuous-improvement programs.

• Preferred: Familiarity with RealPage or STRATIS products and the multifamily property management industry.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with company match.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonuses based on position.

• Additional rewards, including annual bonuses and sales incentives, depending on the applicable plan, role, and individual performance.