We're on a mission to transform global workplace communication, and we need your help.

How do you prefer to collaborate with your colleagues? By phone, video, instant message, or even text? Fuze is making it easy for businesses to embrace the modern, mobile workforce. We offer a single cloud-based platform that includes these technologies and more for simple, smart communication that works. Headquartered in Cambridge, MA with offices and customers worldwide, we're growing at a lightning-fast speed to meet the demands of the evolving unified communications as a service (UCaaS) market.

Fuze is seeking a rockstar Network Support Manager to join the North American Technical Assistance Center; of a fast growing, business-focused Unified Communications provider. An ideal candidate in this role will have 5+ years of hands-on experience supporting networks in an enterprise or service provider environment and 3+ years managing individual contributors.

• Identify, develop, and implement service improvements, resulting in measurable customer satisfaction improvements
• Ability to effectively operate in very dynamic and sometimes ambiguous situations
• Ability to logically break down and prioritize complex (often technical) problems to enable resolution in an objective manner
• Review cases to ensure expectations are exceeded
• Constantly assess and align resources to the needs of the business and customer
• Proactively communicate with internal and external customers
• Demonstrate passion for customer satisfaction and ignite that passion in others
• Introduce methods you know will improve the way your team operates
• Identify ways to increase efficiencies
• Own the processes you put in place and take pride in helping develop company communication
• Oversee the management of tickets within the Network Support Engineering team
• Work to resolve technical network-related issues as an individual or utilizing high level technical resources
• Participate in call center environment for network-related issues escalations, internally and externally
• Participate in after-hours On-call rotation

• 3+ years of people management
• 5+ years supporting enterprise networks and experience managing multi-channel contact center operations
• Comfortable interfacing directly with the customer and business partner is essential
• Thrive in fast-paced high pressure environment
• Ability to work with contentious customers
• SiP troubleshooting experience
• LAN troubleshooting experience, including VLAN issues
• Understanding of firewall concepts, including NAT, IP & TCP/UDP-based ACLs and ACPs
• Extensive experience with data networking such as configuring routers, switches, firewalls; specifically, Cisco, Adtran and Juniper.
• Knowledge and insight of QoS, CoS and DSCP/IPP tagging
• Knowledge of WAN media including T1 -based circuits, Ethernet circuits, knowledge of WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet,
• Strong routing experience, basic understanding of policy-based routing is a plus, experience in BGP and OSPF a plus
• Basic knowledge in Digium’s Asterisk a plus
• Experience in provisioning Cisco, Polycom, Avaya, Yealink phones a plus
• Experience in SiP trunking a plus
• Experience with VoIP over WiFI a plus
• Familiarity with SalesForce a plus

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