Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $90,000.00 - $120,000.00
Benefits
Base salary of $90,000 - $120,000
Company-sponsored medical, dental, vision coverage
Company-sponsored 401(k) with employer match
Commuter and wellness reimbursement
competitive Paid Time Off
Job Description
Pilot is a modern connectivity company headquartered in New York City, specializing in delivering fiber-optic internet and high-quality network services tailored specifically for businesses. Unlike traditional providers that often require long-term contracts, Pilot offers flexible, no-contract service agreements backed by an industry-leading 100% uptime guarantee, illustrating its commitment to reliability and exceptional customer satisfaction. The company prides itself on its 24/7 proactive support, ensuring that clients receive continuous assistance regardless of the time of day. Pilot stands out in the competitive internet service landscape by emphasizing an adaptive and agile approach to connectivity. The company’s mission centers around empowering businesses... Show More
Job Requirements
- 4+ years of experience in support engineering with customer-facing roles
- Practical experience with IP routing protocols including ISIS, BGP, OSPF, and MPLS
- Working knowledge of DHCPv4 and DHCPv6 servers
- Familiarity with SNMP-based network monitoring tools
- Experience with layer 2 transport technologies such as VPWS, VPLS, or EVPN
- Previous employment at ISPs, managed services, or hosting providers preferred
- Strong willingness to learn and implement new technologies quickly
- Proven ability to collaborate effectively in teams
- Excellent communication skills both verbal and written
- Strong problem-solving and analytical capabilities
- Experience with scripting languages and automation tools
- Understanding of PON technologies considered an advantage
- Availability for on-call rotation and off-hours work
- Ability to travel frequently within NYC and work independently
Job Qualifications
- 4+ years in a similar support engineering role with customer-facing experience
- Demonstrated practical experience with IP routing protocols (ISIS/BGP/OSPF/MPLS)
- Experience with DHCPv4/v6 servers
- Knowledge of SNMP-based monitoring/graphing systems such as Zabbix, Nagios, SolarWinds, Observium, or LibreNMS
- Familiarity with layer 2 transport methods like VPWS, VPLS or EVPN in service provider or data center environments
- Previous experience working at an internet service provider, managed services provider, or web hosting provider is a strong plus
- Desire to learn and apply learning immediately
- Demonstrated successful collaboration skills and experience within a team
- Excellent verbal and written communication and interpersonal skills
- Strong analytical and problem-solving skills
- Experience with scripting and automation using languages like Bash, Python, Go, Ansible
- Understanding of packet delivery in PON technologies (GPON, XGSPON) is considered a plus
- Ability to take part in escalation rotations weekly and availability for off-hours work (late night/early morning)
- Comfortable with frequent travel via mass-transit to sites in NYC and ability to work independently with minimal supervision
Job Duties
- Troubleshoot networking, routing, and complex connectivity problems, including network hardware issues, and log all troubleshooting communication in Pilot's help desk system
- Respond promptly and accurately to incoming customer and team support escalations and service outages, providing technical support that meets Pilot's high quality of work and customer-centric standards
- Communicate directly with customers to understand their issues, provide clear updates, and address their needs effectively
- Provision connectivity services, including dedicated internet access, IP transit, point-to-point Ethernet, and DWDM circuits
- Serve as a point of escalation and subject matter expert for customer support teams and cross-functionally, providing guidance and advanced troubleshooting for complex network issues to ensure timely resolution
- Collaborate with other teams to ensure timely resolution of customer issues
- Investigate network or customer outages, proactively communicating troubleshooting steps or emergency maintenance with internal teams and customers
- Perform on-site customer visits to troubleshoot network issues and install Pilot equipment
- Be dedicated to providing an exceptional customer experience
- Adhere to all external SLAs and internal SLOs for support requests
- Adhere to the standards and best practices for the Pilot's network infrastructure
- Create and maintain up-to-date documentation for new and existing processes, configurations, and specific Pilot network commands and protocols
- Continuously develop technical knowledge and skills to stay up-to-date with the latest trends and technologies
- Participate in after-hours on-call rotation to respond to escalations and ensure 24/7 support availability for critical network issues
Job Location
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