Manager, Network and Integration Specialists

• Lead, coach, and develop the Network and Integration Specialists team supporting the STRATIS IoT smart building platform.
• Manage daily Tier 3 support operations, workload prioritization, queue health, service levels, escalations, performance expectations, and stakeholder communication.
• Recruit, onboard, develop, and retain technical professionals.
• Establish performance expectations and conduct one-on-ones, coaching sessions, performance reviews, and career-development discussions.
• Serve as the escalation point for complex Tier 2 issues and primary NIS contact for management and senior leadership.
• Provide technical direction and hands-on assistance with complex network, wireless, connected-device, cloud-service, and integration issues.
• Ensure customer-impacting and production issues are promptly investigated and resolved with ownership, documentation, and proactive communication.
• Define and enforce configuration, change, incident, and other operational policies for the STRATIS IoT environment.
• Standardize and continuously improve tools, troubleshooting practices, escalation processes, procedures, and service-delivery standards.
• Monitor and report operational performance, including case volume, backlog, issue aging, service-level attainment, escalation trends, customer impact, system certification, and KPIs.
• Identify recurring issues, perform root-cause analysis with partner teams, and implement corrective and preventive actions.
• Partner with Project Management to deploy, certify, and support infrastructure solutions meeting technical requirements, success criteria, and KPIs.
• Achieve at least 90% system certification completion before project transition to Support.
• Coordinate production integrations, including validation planning, testing, risk identification, and production-readiness reporting.
• Provide budgetary recommendations, purchasing guidance, resource planning, and infrastructure capacity planning.
• Promote knowledge sharing and foster accountability, collaboration, customer advocacy, continuous improvement, and operational excellence.

Requirements

• Bachelor’s degree in Computer Science, Electrical Engineering, Telecommunications Engineering, Information Technology, or a related field, or an equivalent combination of education and relevant professional experience.
• Five or more years of relevant experience in network engineering, technical support, IoT operations, infrastructure support, or a related technical discipline.
• Two or more years of people-management, team-leadership, or comparable technical leadership experience.
• Experience supporting or leading an advanced technical support, network operations, escalation-management, or Tier 3 support function.
• Demonstrated ability to recruit, coach, develop, motivate, and manage the performance of technical employees.
• Solid understanding of Internet of Things devices, protocols, integrations, and supporting systems.
• Strong knowledge of IP networking concepts, including TCP/IP, VLAN configuration, subnetting, switching, and routing fundamentals.
• Working knowledge of multicast traffic concepts, configurations, troubleshooting methods, and common use cases.
• Experience with network hardware, network architecture, and infrastructure design.
• Advanced knowledge of Wi-Fi and wireless networking, including configuration, performance optimization, and troubleshooting.
• Familiarity with Z-Wave, LoRa, or comparable wireless IoT technologies.
• Proficiency with core network services and configurations, including VPNs, DHCP, static IP addressing, and DNS.
• Experience troubleshooting complex issues involving connected devices, networks, wireless environments, cloud services, software applications, and system integrations.
• Experience managing customer-impacting escalations, technical incidents, problem resolution, and communication across multiple business and technical teams.
• Ability to analyze operational information, identify trends and risks, establish priorities, and make data-informed decisions in a fast-paced support environment.
• Strong written and verbal communication skills, including the ability to explain technical subjects to audiences with varying levels of technical knowledge.
• Ability to prepare clear, professional communications and effectively manage or de-escalate sensitive customer and stakeholder situations.
• Strong organizational, analytical, problem-solving, prioritization, and multitasking skills.
• Ability to provide hands-on technical assistance and participate in critical-issue or after-hours escalation coverage when business needs require it.
• Preferred: Experience supporting enterprise SaaS, smart building, property technology, or large-scale IoT solutions.
• Preferred: Experience with Amazon Web Services or a comparable cloud environment.
• Preferred: Experience with ITIL-aligned incident management, problem management, change management, configuration management, or root-cause-analysis practices.
• Preferred: Cisco, CompTIA, CEDIA, AWS, or comparable networking, cloud, or technology certifications.
• Preferred: A security-related certification such as CISSP, CompTIA Security+, or an equivalent credential.
• Preferred: Understanding of information security, data privacy, and compliance considerations in connected-device and cloud technology environments.
• Preferred: Experience partnering with Product Management, Engineering, Project Management, Infrastructure, and customer-facing support organizations.
• Preferred: Experience developing operational metrics, dashboards, service-level targets, technical documentation, and continuous-improvement programs.
• Preferred: Familiarity with RealPage or STRATIS products and the multifamily property-management industry.

Core Competencies

Demonstrates expertise in managing Tier 3 support operations, leading technical teams, and providing hands-on assistance with complex network and IoT issues. Proficient in performance management, operational excellence, and fostering collaboration across technical and business teams.

Highest-signal resume keywords

• Network Engineering
• IoT Operations
• Technical Support Management
• Performance Management
• Cloud Services