Manager of Technical Operations

| Greater LA Area

Manager of Technical Operations

Boingo Wireless is one of the world's leading Wi-Fi and cellular operations, offering high-speed Wi-Fi to military, airport, retailers and other large venues. We are seeking a dynamic, technically-savvy, forward-thinking Manager of Technical Operations to manage the Tech Operations team of analysts at Boingo Wireless. The Technical Operations analysts act as escalation points for our Tier 1 and Tier 2 customer care teams, investigating and analyzing issues, and forwarding to the NOC, network engineering and/or field engineering teams as needed.

If you have a great background in networking (CCNA a huge plus) and customer support, we'd love to chat with you!

Responsibilities:

  • Day-to-Day oversight of Technical Operations (Tech Ops) team of analysts and provide coverage as needed.
  • Serve as subject matter expert and escalation point for both Tech Ops and Tier 2 Tech Support teams.
  • Coordinate information sharing and cross-functional project work across multiple departments .
  • Work together with analysts on team to manage the Field Engineering dispatch system to allocate Field Engineer resources to resolve customer complaints.
  • Prepare and present analytical reporting to multiple department managers and company executives, as requested.
  • Analyze historical customer data to recognize network-related vs individual customer issues and to Network Engineering, NOC and/or Field Engineering team as needed.
  • Gather, organize and present data as part of weekly call to multiple teams to identify and highlight performance-related issues at a customer, area, venue or network level.
  • Develop and maintain Wiki FAQs, JIRA filters, customized Splunk queries and Splunk dashboards for multiple department and team usage.
  • Develop and implement best practices in Tech Support Lifecycle Process, procedures, business rules, tools and reporting requirements.
  • Develop and implement Tech Support KPIs/SLA’s and manage and monitor to them on a daily, weekly, monthly and quarterly basis.
  • May perform other related duties and responsibilities as assigned and/or required.
  • Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards.

 Requirements:

  • 5 years of experience working in a fast-paced customer support environment requiring heavy telephone, e-mail, and/or face-to-face interaction; or equivalent combination of education and experience. 
  • CCNA, CWNA, CCENT, or CompTia certification required - CCNA being the preferred certification.
  • Functional understand of basic networking concepts such as TCP/IP, DNS, DHCP as well as more advanced concepts such as subnetting, routing and switching and NAT/PAT.
  • Familiar with enterprise networking hardware including core, access and distribution switches, core and out-of-band routers, access points and AP controllers and backhaul radios.
  • Able to read and modify network diagrams to understand and visualize network hierarchy and architecture.
  • Must possess strong analytical skills, able to correlate information from multiple data sources to identify trends, perform root-cause analysis and proactively identify potential issues.
  • Knowledgeable in the use of network monitoring tools such as SolarWinds to monitor and troubleshoot network connectivity issues. Perform basic root cause analysis of reported issues.
  • Knowledgeable in the use of Splunk to perform analysis on data using queries and dashboards.
  • Proven management and leadership capabilities.
  • Must have strong verbal and written communication skills, and organizational and problem solving skills with consistent accuracy, strong initiative and ability to work in a cross-functional manner with multiple departments.
  • Ability to communicate effectively with all levels of the Boingo Wireless organization.
  • Ability to work flexible hours, as required, is essential. Hours may include evenings, and weekends.

Meet Boingo

Boingo Wireless, Inc. (NASDAQ: WIFI) helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks covers more than a million locations and reaches over a billion consumers annually – in places as varied as airports, stadiums, military bases, and multifamily communities. The Boingo platform drives revenue through various products, including Wi-Fi, DAS (cellular), Media, Wholesale, and more. We’re an enthusiastic team, dedicated to growing our business by building amazing, valuable products. 

Boingo boasts a super-fun, collaborative work environment, with an annual pool tournament, Halloween costume contest, summer picnic, bowling nights, and more. There’s a kitchen stocked with yummy snacks and drinks, and a well-appointed new mother’s lounge. We offer an incredible benefits package, including unlimited vacation, parental leave, health, dental, vision, 401(k) match, equity, and more. And, our award-winning headquarters, located in Westwood, CA, has 360-degree views of LA, from Catalina to the Hollywood Sign. It’s no wonder we’ve been named among the Best Places to Work in LA five years in a row, and counting!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.


Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlexFrameworks
    • HadoopFrameworks
    • MeteorFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SAP HANADatabases
    • SQLiteDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen

Location

10960 Wilshire Blvd Suite, Los Angeles, CA 90024

An Insider's view of Boingo Wireless

How does your team reward individual success?

Boingo’s success is a product of our people, which is why we take pride in creating a work environment where employees feel rewarded. Employees are offered competitive pay, equity in the company (RSU's), attractive bonus plans, 401(k) with employer matching and more. These are just some of the reasons Boingo is an awesome place to work.

Genevieve

Director, Talent Acquisition

What kinds of technical challenges do you and your team face?

Boingoites are faced with challenges every day, but there is nothing sweeter than overcoming a difficult task, together. The perfect example is launching Project Jake. We completely redesigned our UI for Boingo Broadband customers. It launched to much success & a boost in sales and is evidence of the awesome team work and collaboration at Boingo.

Lisa

Senior Marketing Manager

How does the company support your career growth?

If you want to succeed, Boingo will go above and beyond to make it happen. Our culture is all about promoting within, so career development is top priority. We have regular lunch & learn trainings, a generous tuition reimbursement program, and many hands-on learning experiences to support our growth and expand our skill sets.

Tyler

Senior Technical Recruiter

What is your vision for the company?

It’s all about 5G! Our team is currently working on technologies that will be crucial to power 5G. I recently led our team of engineers to a significant milestone when Boingo rolled out the first private LTE network on the 3.5 GHz Citizens Broadband Radio Service (CBRS) band at a major commercial venue—Dallas Love Field Airport.

Kishore

VP, Engineering

What’s the vibe like in the office?

Some might think that it’s the gorgeous view, snacks, or kombucha on tap, but the people are really what make coming to work every day so awesome. It’s an innovative environment that solves complex problems, but knows how to have fun along the way.

I even live with two Boingoites, so I guess you could say…I really like it here!

George

Software Engineer

What are Boingo Wireless Perks + Benefits

Boingo Wireless Benefits Overview

Working at Boingo comes with more perks than a paycheck. We offer an incredible benefits package that includes equity for everyone, health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more! Our award-winning office space in Westwood, CA has 360-degree views of LA - from Catalina to the Hollywood Sign – plus a kitchen stocked with yummy snacks and drinks.

Financial Well-Being
- Competitive pay
- Quarterly Incentive Plan (bonus)
- Company equity (RSU's)
- 401(k) Savings Plan with an employer match
- Flexible Spending Accounts (healthcare and dependent care)

Time to recharge and give back
- Unlimited vacation
- Company match on charity donations

Wellness programs
- Reimbursement of up to $600 per year towards a gym membership for you (and more for your spouse)
- Equinox gym in our Westwood, CA office building (with discounted membership!)
- On-site massage, yoga and stretching

Valuable extras
- Company subsidized electronic devices like smartphones, tablets and fitness devices
- Casual work environment
- Monthly employee events like Hackathons, bowling & cocktail hours
- Lots of free snacks, fruits, veggies and drinks
- Lunches and treats from great restaurants
- Game room with Boingo keg — featuring craft beers
- We even cover the cost of your Costco or AAA membership

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Child Care & Parental Leave Benefits
Child Care Benefits
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
More Jobs at Boingo Wireless16 open jobs
All Jobs
Finance
Data + Analytics
HR
Marketing
Operations
Project Mgmt
Sales
HR
new
Los Angeles
Project Mgmt
new
Los Angeles
Project Mgmt
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Sales
new
Los Angeles
Marketing
new
Los Angeles
Finance
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Project Mgmt
new
Los Angeles
Data + Analytics
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles