About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

 

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Technical Service Manager plays a critical role in the delivery and operational management of Vyvx broadcast services for high-profile and time-sensitive clients.  This position requires deep technical expertise in video transmission, proactive network monitoring, and a commitment to service excellence.  The Technical Service Manager will oversee service activations, signal verification, equipment quality assurance, network and infrastructure performance and stability, and incident resolution to ensure seamless broadcast delivery.

Location

This role is designated as a fully remote position within the United States.

The Main Responsibilities

Customer-facing role: responsible for coordinating and managing customer operations.

Coordinate services across Vyvx fiber networks, teleports, and third-party vendors to meet service-level agreements.Develop and present performance metrics to leadership and customers.Respond to direct customer inquiries, ensuring timely and professional communication. This effort includes evenings, weekends and holidays.Oversee the resolution of customer technical issues, ensuring timely and effective solutions.Coordinate and manage all timely customer communication, both verbal and written.Manage all company Scheduled Maintenance and perform pre-maintenance work as required.Collaborate cross-functionally with internal teams, vendors, and clients to ensure service continuity.Perform complex troubleshooting and analysis requiring innovation and sound judgment.Apply advanced knowledge of signal propagation, fault isolation, and service restoration techniques.Drive continuous improvement initiatives within the service department.Strong organizational and project management skills. Willingness to travel as needed.

 

Essential Duties

Delivery and Management of Vyvx Services - Manage escalations and serve as the point of contact for high-priority or complex technical issues. Manage and maintain accurate customer service and performance records. Host customer QBR’s and ticket reviews / customer health assessments.Service Strategies - Edit, develop and implement policies and procedures to improve efficiency and customer satisfaction, coordinating changes with leadership. Collaborate with product, engineering, sales teams, and leadership to address customer needs and feedback, both internal and with external customers / partners.Customer Focus - Demonstrate a strong commitment to meeting internal and external customer expectations. Build and maintain effective client relationships through proactive communication and support.Communication- Communicate clearly and effectively in both verbal and written formats. Draft professional RFOs and Root Cause Analyses (RCAs) for client distribution.What We Look For in a Candidate Bachelor’s degree in Engineering, Computer Science, or a related technical field.5+ years of experience in technical support or service management, with at least 2 years in a leadership role.Strong technical knowledge in broadcast distribution networks. Excellent problem-solving, communication, and interpersonal skills.Proven ability to guide teams and deliver results in a fast-paced environment.Experience with service management tools (e.g., Salesforce, ServiceNow).ITIL or similar service management certification is a plus.Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges:

$103,711 - $138,281 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
$108,896 - $145,195 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
$114,082 - $152,109 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

 

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Learn more about Lumen's:

BenefitsBonus Structure

Requisition #: 338930

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

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

 

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

 

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

 

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

 

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline
07/17/2025