Manager, Network and Integration Specialists

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

📋 Description

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

• Oversee daily Tier 3 support operations, manage workload prioritization, ensure queue health, maintain service levels, handle escalations, set performance expectations, and facilitate stakeholder communication.

• Recruit, onboard, develop, and retain technical professionals within the team.

• Set performance expectations and conduct one-on-ones, coaching sessions, performance evaluations, and career-development discussions.

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

• Offer technical guidance and hands-on support for complex network, wireless, connected-device, cloud-service, and integration challenges.

• Ensure that customer-impacting and production issues are promptly investigated and resolved, taking ownership, documenting, and communicating proactively.

• Define and implement configuration, change, incident, and other operational policies for the STRATIS IoT environment.

• Standardize and continuously enhance tools, troubleshooting methodologies, escalation processes, 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 KPIs.

• Identify recurring issues, collaborate with partner teams to perform root-cause analysis, and implement corrective and preventive actions.

• Collaborate with Project Management to deploy, certify, and support infrastructure solutions that meet technical requirements, success criteria, and KPIs.

• Achieve a minimum of 90% system certification completion before transitioning projects to Support.

• Coordinate production integrations, including validation planning, testing, risk identification, and production-readiness reporting.

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

• Encourage knowledge sharing and 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.

• Five or more years of pertinent experience in network engineering, technical support, IoT operations, infrastructure support, or a related technical field.

• At least two years of experience in people management, team leadership, or a comparable technical leadership role.

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

• Proven ability to recruit, coach, develop, motivate, and manage the performance of technical employees.

• Solid understanding of Internet of Things devices, protocols, integrations, and associated systems.

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

• Working knowledge of 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.

• Familiarity with Z-Wave, LoRa, or similar wireless IoT technologies.

• Proficient in core network services and configurations, such as VPNs, DHCP, static IP addressing, and DNS.

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

• Skilled in managing customer-impacting escalations, technical incidents, problem resolution, and communication across multiple business and technical teams.

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

• Strong written and verbal communication skills, including the capability to explain technical topics to audiences with varying levels of technical knowledge.

• Ability 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.

• Capability to provide hands-on technical assistance and participate in critical-issue or after-hours escalation coverage when business needs arise.

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

• Preferred: Familiarity with Amazon Web Services or a similar cloud environment.

• Preferred: Experience 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.

• Professional development opportunities.

• Performance-based bonuses based on position.

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