Available Position (Company name withheld)

Play a key role in building the company that’s disrupting traditional internet service delivery.

About Sail Internet

Sail Internet creates internet choice where the big names dominate and brings high-speed service where competitors won’t. With fiber at the core of everything we do, Sail bridges the gap from where the fiber ends to where people live and work using a new generation of fixed wireless technology. We deliver high speed internet to businesses, single-family homes, and multi-unit complexes in the San Francisco Bay area and expanding into the San Diego area.

Sail Internet is led by co-founders and internet access experts Kevin Fisher, PhD, Stanford University, former Engineering VP at 2Wire, and George Ginis, PhD, also from Stanford and ASSIA. Sail Internet’s investors include Newlight Partners, Ulu Ventures and Engineering Capital.

Currently we seek candidates for the position described here:

Job Title: Technical Customer Support Representative

Job Type: Full-time

Reports to: Technical Support Manager

Location: 115 Everett, Palo Alto CA (currently all remote)

Hours: Non-Exempt, Tuesday – Saturday, 8 am – 5 pm

Job Overview

The Tier 2 Technical Customer Support Representative provides concierge level support for our customers. They are skilled at handling escalated customer tickets and technically savvy troubleshooting and resolving wireless network infrastructure issues impacting their Sail Internet service.

Support is a key differentiator for Sail. The Tier 2 Technical Customer Support Representative is responsible for overall customer experience with our internet products and understands how critical it is when a customer’s internet is down and the importance of troubleshooting issues in a timely manner. The position works closely with other cross-functional departments like Sales, Operations, Engineering and Marketing. The person in the role will thrive with strong technical aptitude, having a sense of urgency, and ability to multi-task.

Our ideal Tier 2 Technical Customer Support Representative is patient and understands that every interaction with a customer is an opportunity to make a positive difference by providing an exceptional experience. They work well in a virtual team environment, is capable of handling multiple tasks at once, and adapts well to change and high-pressure deadlines. They must possess a high level of accuracy and attention to detail, a positive attitude, as well as stellar organizational and creative problem-solving skills.

Responsibilities and Duties

• Monitor the Sail network for “hotspots” (volume of tickets from a particular area).
  • Compile data from customers/systems logs to locate the issue.
  • Watch ticket queue for related issues/events. 
• Escalate more significant network infrastructure issues and provide data to the engineering team. 
• Push Mimosa radio software upgrades.
• Monitor UPS (Power outages) to ensure proactive resolution.
• Assist Field Support Services (FSS) with issues that arise during installations and service calls.
• Look more in-depth with customer issues, work through escalated tickets (gather more specific data, and respond in a timely fashion).
• Investigate reports related to CPE/Backhaul link issues (PER, discards, noise, etc.).
• Work closely with the engineering team and customer support to troubleshoot issues. 
• Engage operations and schedule truck rolls/field visits when deemed necessary (CPE).

 Knowledge:

• Technical Troubleshooting skills
• Problem-solving skills
• Resourceful
• Good knowledge of radios/frequencies/routers and network switches.
• A good understanding of IP addresses and packet routing.
• Excellent understanding/use of networking tools:
  • ping 
  • MTR 
  • Traceroutes
  • nmap 
  • DNS
  • DHCP/Static
  • Speed test servers

Qualifications

• Bachelor’s degree
• Minimum 2 years of technical customer support
• Strong technical aptitude
• Billing experience  

• Effective customer communication skills
• Demonstrated ability to quickly establish customer rapport
• Strong ability to multi-task and thrive in a fast-paced environment
• Excellent interpersonal skills and ability to work effectively with cross-functional teams
• Self-motivated and takes initiative with little direction
• Familiarity with various tools like Slack, Zendesk, Trello, Hubspot, Zuper, etc
• Knowledgeable about WISP
• Eligibility to work in the United States

Benefits

Sail offers benefits including medical, dental, vision, life and 401k