Director, Managed Services Engineering

Boston, MA, United States

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".”

We combine incredible growth with the stability of a privately held, diversified, and debt free company. We work hard, play hard, celebrate our successes and pursue our goal of delighted customers with relentless passion.

Our experienced leadership team supports a vibrant and entrepreneurial corporate culture, giving you the chance to use your talents to make a real difference. At AireSpring, you’ll work alongside other smart and dedicated people to solve business and technology challenges while delivering excellent service to all of our customers.

AireSpring is committed to delivering exceptional user experiences through intuitive and visually appealing customer portals. We are seeking a talented, entrepreneurial Digital Product Manager to join our team and lead the portal evolution of our new AI based ITSM customer portal, enhancing the usability and aesthetics and effectiveness of this revolutionary, industry leading customer-facing platform.

Job Description The Director, MSEs successfully leads a team responsible for managing, creating, designing, implementing, turning up and life cycle support for AireSpring’s services. AireSpring’s extensive product suite is constantly evolving to meet the needs of the medium enterprise market. The MSE (Managed Services Engineers) are a critical team as they build, implement, and maintain the solutions that solve customers’ business problems, providing them with peace of mind. Organized in PODs, MSEs provide a single point of contact for AireSpring customer’s technical matters throughout their lifecycle knowing the details of the customer and owning the implementation. MSEs partner with the AireSpring Project Management team as well as numerous other AireSpring departments to successfully implement solutions. Often the Director and team members collaborate and coordinate with Sales Engineers prior to sales are completed, to ensure a smooth implementation. Collaboration with Product Development on new product launches, IT for innovation, internal support and system integrity, and Network Operations for technical alignment are also key functions for the Director. Interfacing regularly with channel sales, partners, and customers to support highly technical requirements is an ongoing part of the role too.

The successful Director, MSEs duties will include but are not limited to:

• Provide leadership for the MSE team along with corresponding Managers, Supervisors and Leads.

• Assure optimal workflow of their employees, team schedules and delegating tasks.

• Assess the work performance of their employees: identifying areas that need improvement and establishing and executing skill building plans.

• Ensure that business goals, deadlines and performance standards are met.

• Maintain work force management to ensure growth and product evolution as demanded by the business.

• Ensure training and onboarding new hires is delivered, ensuring they understand their roles, tools, processes, and procedures.

• Set goals for the team members and verify compliance with the company’s plans and vision.

• Recommend and evaluate new employees, partnering with the AireSpring human resources team, based on an assessment of their history and past performance and conducting interviews.

• Complete performance evaluations consistent with HR and senior management guidelines and expectations.

• Consistent with the AireSpring product portfolio, ensure the team is skilled appropriately in the following:

Enterprise networking solutions that include a complete suite of access methods and WAN configurations.

Multivendor SDWAN and Security solutions standalone and interworked with other AireSpring products and customer provided components individually or as a complete SASE solution.

Managed Firewalls and all components of Secure Service Edge (SSE).

Wireless Technologies.

Any additional technologies AireSpring adds to the portfolio.

• Continuously exercise personal skill building and education on new technologies, products, and processes

• Provide outstanding customer service.

Qualifications Required experience will include but is not limited to:

• Customer centric, experienced manager that can provide thought leadership to the operation, lead innovation and contribute to the overall customer experience.

• Demonstrated ability to successfully lead technical teams in a rapid growth managed services environment.

• Envision process improvements and lead the execution and maintenance of best practices, processes, and procedures.

• Leadership experience managing an engineering team who:

handles routing and switching protocols for customer premises including Border Gate protocol (BGP), Enhanced Interior Gateway Protocol (EIGRP), Open Short Path First (OSPF), Rapid Spanning Tree Protocol (RSTP), Hot Standby Routing Protocol (HSRP), Virtual Routing Redundant Protocol (VRRP), Gateway Load Balancing Protocol (GLBP) and familiar with Multiprotocol Label Switching (MPLS) design.

performs configuration and installation of Customer Premise Equipment (CPE) including routers, switches, access points, SDWAN edges and firewalls, SASE components and customer network infrastructure in support of VOIP and Data Network Services.

executes IP site outage troubleshooting: Hardware failure, Circuit failure, Hardware reboot, Software issues (IP Routing, Switching, Internet Operating System (IOS), DNS, VOIP).

enacts QoS monitoring of hosted voice services and call pathing troubleshooting.

Develops and retains any related/required infrastructure documentation.

• Active leadership in management meetings

Participates actively in senior Management Committee Meetings.

Desired experience in Fortinet, Broadcom (VMware), Cato, Peplink and 8x8. Certifications in these areas are highly desirable.

Has demonstrated prior experience in technical assurance of sales designs, addressing life cycle managed complex issues and test & turn up support.

Strongly self-motivated and willing to tackle challenging problems.

Culture Fit:

Obsessed with delighting the customer.

Clarity over the purpose and goals of the business.

Focus on results, which requires fundamental communication, transparency, and authenticity.

Holds one another accountable to the business commitments that have been decided upon.

Confident yet humble.

Supportive and Collaborative.

Curious, eager to learn.

Proven experience managing remote global technical teams.

Experience leading the technical launch for deployment and life cycle of emerging managed offers.

Additional Information WHAT THIS COMPANY OFFERS YOU:

Medical Benefits with optional supplemental services through AFLAC

Paid Time-Off Plan

Paid Holidays

401K with employer match

AT&T Discount on personal mobile plan

This remote role is open to candidates anywhere in the United States.

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