Sr. Manager - Technical Support

Segra is searching for a dynamic and experienced Sr. Manager - Technical Support to work in either our Columbia, SC office or our Charlotte, NC office.   Role Overview: The Senior Manager - Technical Support Manager (TSM) works as a liaison between the Lumos NOC and our top customers to drive communication, responsiveness and support, primarily during, but also post, network events.  The position also communicates internally to key executives during customer affecting events.  The position requires poise under pressure, the ability to communicate technical concepts clearly as well as experience to recognize the normal pace of repair and exceptions to that pace requiring management escalation.   The Senior Manager is also responsible for the hiring, training and performance management of technical support managers.   Required Qualifications: Minimum of 5 years of experience in technical support, break/fix, desktop support, sales engineering, or a similar role   Preferred Qualifications: Customer service and organizational skills (could be project management, etc.) Technical knowledge desired (one or more): DWDM, transport, fiber, voice, data, managed services, etc. Prior Telecommunications experience is desired College degree in Engineering or a related field preferred Excellent written and verbal communication skills are a must. Strong work ethic, initiative and multi-tasking and project oversight abilities.   About Segra: Segra is one of the largest independent fiber network companies in the nation, able to offer state-of-the-art communication solutions backed by always-on customer service. We are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world’s largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.   Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities we serve by hiring locally and continually upgrading our network infrastructure. Segra has over 1200 employees, 500k on-net and near-net buildings, and 44k fiber-route miles. We exist purely to help businesses within our footprint be successful.   Benefits Overview: Segra offers a very robust benefits package to our full-time employees, some of which include: Medical, dental, vision insurance Life insurance 401(k) match Flexible Spending/Health Savings Accounts Tuition and gym reimbursements Vacation/PTO, paid holidays, floating holidays Volunteer days, parental leave Legal, accidental, hospital indemnity, identify theft, pet insurance   Our Commitment to Equality: Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.