Technical Solutions Specialist

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

Where you will work:

• This position will be based in Astound's Seattle SoDo,WA office.

A Day in the Life of the Technical Solutions Specialist:

Operational & Support Functions

• Create and manage repair tickets with detailed notations and follow-through.
• Support and update records of network outages, escalations, and field operation activities.
• Monitor, review, and triage outage alerts, gathering intel and escalating appropriately.
• Work directly with field operations on service turn-ups, ensuring accurate documentation and tracking.
• Perform QA testing, lab testing, and network analysis to optimize performance and identify opportunities for improvement.
• Manage wireless network creation, supported device testing, and feature rollouts.
• Conducting Root Cause analysis to identify recurring incidents, and Collaborate with teams to create remediation processes.

Process & Documentation

• Develop, implement, and maintain Standard Operating Procedures (SOPs) across technical and operational workflows.
• Manage and update internal knowledge base and wikis, ensuring content is accurate and accessible.
• Partner with Learning and Development on the creation of guides, documentation, and training materials for both technical and non-technical audiences.
• Support the Customer Success Manager and broader leadership with technical insights and project deliverables.
• Manage conversation/project documentation, deployment checklists, and operational reviews.

Collaboration & Outreach

• Partner with onboarding managers, leasing staff, and regional leadership for smooth market activations.
• Conduct regional status calls, market visits, and in-person or remote support for deployments. (includes occasional travel to all operational markets)
• Partner with Learning and Development on the delivery of technical training to managers, DSR's, support teams, and stakeholders.
• Support customer outreach, contact tracking, and portfolio management across assigned regions.
• Collaborate with management on product matching and operationalizing SOP-driven solutions.

Systems & Product Management

• Absorb and manage various vendor specific NMS systems and other AP (Access Point) management platforms to improve performance, and monitor for system issues.
• Oversee daily data reports, address collisions, and make related CRM or NMS adjustments.
• Contribute to IT outreach initiatives and technical enablement projects.
• Partner with Marketing to create web and print materials for technical communications and customer-facing content.
• In office work required.
• Other duties as assigned.

What You Bring to the Table:

• Minimum 3 years of direct NMS (Network Management Systems) experience with Ruckus and Ubiquity.
• Minimum 3 years of technical support or technical sales experience in networking/ISP or related industry.
• Proven success in SOP creation, documentation, and technical training.
• Hands-on experience with SSID configuration, AP management, and troubleshooting.
• Strong knowledge of networking technologies and deployment best practices.
• Excellent written and verbal communication skills, with ability to create technical documentation and guides.
• Skilled in project management, triage, and cross-functional collaboration.
• Ability to analyze, optimize, and operationalize network processes.
• Comfortable working in fast-paced, multi-market environments with frequent context switching.
• Occasional travel may be required for regional market visits (in-person support and deployment).
• Occasional after hours and holidays work required.
• Collaborates closely with operations, and IT leadership.

Education and Certifications:

• High School Diploma or equivalent.
• CCNA or other vendor equivalent networking certifications preferred. Vendor-specific certifications include Cisco, Juniper, Ruckus, Ubiquity, Cambium or Aruba.

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program
• Benefits listed above are for regular full-time position

Base Salary: The base salary range in Washington for this position is $28.00 - $34.00 per hour, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Washington and may not be applicable to other locations.

Our Mission Statement:

• Take care of our customers
• Take care of each other
• Do what we say we are going to do
• Have fun

Diverse Workforce / EEO:

Astound is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf