Technical Support Representative III

Overview

Surf Internet is seeking a highly experienced Tier 3 Technical Support Representative to serve as a front-line escalation point for our most complex technical issues and highest-value customers. This role operates at the intersection of advanced technical troubleshooting, customer ownership, and cross-functional leadership.

As a Tier 3 representative, you will lead the resolution of critical incidents, support enterprise clients directly. You will drive root cause analysis, and ensure a seamless, high-quality customer experience at scale.

Reports To: Technical Support Manager

Department: Technical Support

Job Status: Non-Exempt

Responsibilities:

Advanced Technical Ownership

• Serve as the highest escalation point for complex and high-impact technical issues, including enterprise and business-critical outages.

• Lead end-to-end resolution of incidents, including diagnosis, mitigation, root cause analysis (RCA), and prevention.

• Handle advanced networking issues across fiber, fixed wireless, and VoIP systems.

Enterprise Customer Support

• Act as a front-line technical contact for enterprise and high-value customers.

• Own and manage critical tickets with a strong focus on communication, urgency, and transparency.

• Translate complex technical issues into clear, business-impacting terms for customers.

Incident Management & Leadership

• Lead enterprise incident response efforts, coordinating across Network Operations, Engineering, and Field teams.

• Drive incident bridges, provide real-time updates, and ensure timely resolution.

• Maintain accountability for escalations and customer satisfaction.

Cross-Functional Collaboration

• Partner with Engineering, Network Operations, and Product teams to resolve defects and improve service reliability.

• Escalate bugs, infrastructure gaps, and recurring issues with detailed technical documentation.

• Influence product and operational improvements based on frontline insights.

Mentorship & Team Development

• Act as a technical mentor and escalation resource for Tier 1 and Tier 2 agents.

• Provide guidance, training, and knowledge sharing to improve overall team capability.

Process Improvement & Strategy

• Identify trends, recurring issues, and inefficiencies; propose and implement solutions.

• Contribute to automation, tooling improvements, and workflow optimization.

• Help define escalation paths, incident response standards, and support best practices.

Documentation & Knowledge Management

• Maintain detailed and accurate documentation of incidents, RCAs, and resolutions.

• Contribute to internal knowledge bases and technical runbooks.

• Ensure enterprise-level issues are well-documented for future prevention.