Manager, Realtime Support and Analytics

Company Summary 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. Department Summary Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Job Duties and Responsibilities Candidates must be willing to participate in at least one in‑person interview, which may include a live whiteboarding or technical assessment session Managing an IT technical support team responsible for real‑time support of Boost Retail Wireless CXO agents requires resolving complex technical escalations, optimizing operational performance, and modernizing support workflows. This role 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. What Success Looks Like (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 Skills, Experience and Requirements Core Skills and Competencies (What you’ll bring): 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 Additional Qualifications: Experience with Snowflake database management and cloud‑based data environments Prior experience within the telecommunications or wireless retail sector Minimum Requirements: Minimum Education: Bachelor’s Degree in Information Systems, Computer Science, or a related field Minimum Experience: 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 Required Technical Skills: Must have at least 3 years of experience with: SQL querying and relational database analysis (e.g., Snowflake) API troubleshooting, inspection, and response analysis Wireless networks, systems, and device diagnostics Visa sponsorship not available for this role Salary Ranges Compensation: $75,000.00/Year - $85,000.00/Year Benefits We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits. 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. Candidates need to successfully complete a pre‑employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws. The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process. EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please View email address on click.appcast.io if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. #J-18808-Ljbffr EchoStar