Manager, Realtime Support and Analytics

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

About the role

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. This role involves managing an IT technical support team responsible for real-time support of Boost Retail Wireless CXO agents, resolving complex technical escalations, optimizing operational performance, and modernizing support workflows. The position addresses systemic service bottlenecks, refines data-driven troubleshooting processes, and builds technical capabilities across wireless systems, databases, and APIs. Success depends on maintaining strict service level objectives while fostering a high-performing, analytical technical support culture.

Objectives

• Direct and develop a team of Level 2 Advanced Technical Support Specialists to consistently achieve service level objectives and quality standards
• Investigate complex technical escalations using SQL queries, API response analysis, and targeted scripting to resolve service-impacting issues efficiently
• Implement data-driven monitoring processes that identify operational trends, isolate recurring systemic issues, and drive continuous improvement
• Design and deliver technical training programs that systematically expand team knowledge in wireless system diagnostics and operational tools
• Integrate AI-driven diagnostic and workflow tools to automate incident correlation, streamline knowledge retrieval, and decrease mean time to resolution
• Collaborate cross-functionally with internal IT engineering and support leadership to translate technical performance insights into customer service enhancements

Responsibilities

• Manage an IT technical support team responsible for real-time support of Boost Retail Wireless CXO agents
• Resolve complex technical escalations
• Optimize operational performance and modernize support workflows
• Address systemic service bottlenecks
• Refine data-driven troubleshooting processes
• Build technical capabilities across wireless systems, databases, and APIs

Requirements

• Deep domain expertise in wireless networks, retail IT systems, vendor portals, and complex technical troubleshooting methodologies
• Demonstrated experience supervising, coaching, and developing technical support teams within enterprise IT environments
• Advanced analytical capability using SQL and API diagnostic tools to query databases, analyze data patterns, and inspect system responses
• Ability to develop lightweight scripts and technical solutions to streamline operational tasks and resolve technical issues
• AI literacy and application skills to leverage modern AI tools for root-cause analysis, knowledge management, and pattern recognition
• Strong professional communication and collaborative problem-solving abilities to clearly convey technical findings to non-technical stakeholders
• Experience with Snowflake database management and cloud-based data environments
• Prior experience within the telecommunications or wireless retail sector
• Bachelor’s Degree in Information Systems, Computer Science, or a related field
• 5 years of experience in a business domain-focused IT application support role
• 3 years of experience in a supervisory or management role in customer or technical support

Skills

• SQL querying and relational database analysis (e.g., Snowflake) – minimum 3 years of experience
• API troubleshooting, inspection, and response analysis – minimum 3 years of experience
• Wireless networks, systems, and device diagnostics – minimum 3 years of experience

Visa sponsorship not available for this role.

Pay

Compensation: $75,000.00/Year - $85,000.00/Year. The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Benefits

• Flexible spending accounts
• Health Savings Account (HSA)
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Career opportunities
• Flexible time away plan