Supervisor, NOC

🔥 8 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $70.7k - $120.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🌐 Network Operations

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RealPage, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏠 Real Estate

☁️ SaaS

🤝 B2B

💰 $18.6M Post-IPO Equity - RealPage on 2022-01

Real Estate • SaaS • B2B

RealPage, Inc. is a provider of property management software and services focused on the rental housing and broader real estate markets. The company offers cloud-based (SaaS) platforms and AI-driven tools for leasing, resident experience, revenue and financial management, utility and sustainability, vendor and spend management, smart building integrations, and analytics—serving multifamily, affordable, student, senior, single-family and commercial property operators. RealPage’s solutions are designed for property management companies, owners, investors and vendors to streamline operations, increase revenue, and improve the resident experience.

📋 Description

• Supervise assigned NOC agents during a designated shift, ensuring continuous monitoring, support coverage, incident response, and queue management in a 24/7/365 environment. • Monitor support queues, alerts, incoming tickets, and active incidents to ensure work is prioritized, assigned, updated, and resolved or escalated within established service levels and operational timeframes. • Provide frontline technical guidance to NOC agents for troubleshooting customer issues, network alerts, service degradations, outages, and recurring support problems. • Act as the primary shift escalation point for NOC agents, reviewing complex or high-priority issues and escalating to NOC Management, Engineering, Field Operations, vendors, or other internal teams when appropriate. • Coordinate shift-level incident response activities, including initial triage, impact assessment, customer or partner communication, ticket updates, escalation tracking, and service restoration follow-up. • Ensure accurate and timely documentation of incidents, troubleshooting steps, customer communications, network changes, escalations, and shift handoff notes. • Perform shift handoffs with incoming and outgoing supervisors, leads, or agents to ensure continuity of support, awareness of active incidents, pending escalations, maintenance events, and customer-impacting issues. • Coach, mentor, and support NOC agents during the assigned shift by reinforcing standard operating procedures, troubleshooting practices, ticket quality expectations, and customer communication standards. • Assist with onboarding and training of new NOC agents by providing hands-on guidance, process reinforcement, technical support, and feedback to NOC Management. • Review ticket quality, queue activity, agent performance, escalation accuracy, and shift workflow to identify training needs, process gaps, recurring issues, or opportunities for operational improvement. • Support approved maintenance activities, after-hours changes, firmware updates, circuit upgrades, and configuration changes by coordinating shift coverage, monitoring for impact, and escalating unexpected issues. • Configure, validate, or assist with deployment support for network and service delivery hardware when needed, including switches, routers, servers, access points, NVRs, GPON OLTs, PDUs, and Dish Smartbox equipment.

🎯 Requirements

• 1+ years of experience as a team lead, shift lead, senior agent, supervisor, or escalation point in technical support, network operations, managed services, or service provider environment. • 3+ years of experience in a NOC, technical support, network support, service provider, managed services, or network operations role. • High school diploma or equivalent required; associate degree, bachelor’s degree, technical certification, or equivalent industry experience preferred. • Experience working in a 24/7/365 support, monitoring, or operations environment. • Experience handling technical escalations, customer-impacting incidents, ticket queues, shift handoffs, and service restoration activities. • Ability to work assigned shifts, including nights, weekends, holidays, or rotating schedules as required by business needs. • Ability to participate in escalation support or supervisor coverage rotation as needed. • Associate-level or professional-level networking certification, such as CCNA, CWNA, JNCIA, Network+, or equivalent demonstrated experience preferred. • Experience supporting hospitality, multifamily, commercial property, managed Wi-Fi, ISP, MSP, or service provider networks preferred. • Experience with incident management, change management, problem management, root cause analysis, and post-incident follow-up processes preferred. • Prior experience coaching or training technical support staff preferred.

🏖️ Benefits

• Health, dental, and vision insurance. • Retirement savings plan with company match. • Paid time off and holidays. • Professional development opportunities. • Performance-based bonus based on position.