We are excited to add this position to our growing team! LiveOak Fiber employees enjoy 100% company-paid medical, dental, vision benefits, as well as bonus potential. At LiveOak Fiber, you will be part of a team that values your ideas, contributions, and career growth. Our offices are located just minutes from the beautiful Emerald Coast of Florida and the gorgeous Golden Isles of Georgia. The following is an overview of the role and what we are looking for in a successful candidate.
Position Overview & Purpose
The SMB Support Engineer provides advanced support to Small and Medium Business (SMB) customers through both remote technical assistance and on-site support. This role bridges customer service and field operations helping resolve business network issues, assisting technicians with complex SMB installations, and ensuring LiveOak Fiber delivers exceptional, reliable service to commercial customers.
The ideal candidate is highly technical, customer-oriented, and comfortable working hands-on with network equipment in the field.
Essential Duties & Responsibilities
1. Remote SMB AND MDU Technical Support
· Serve as an escalation point for customer service agents handling SMB-related issues.
· Provide advanced troubleshooting for business customers, including connectivity, networking, routing, voice services, and service performance concerns.
· Diagnose issues related to ONTs, routers, switches, Wi-Fi systems, VLANs, and managed business solutions.
· Work directly with SMB customers to resolve technical problems, initiate service tickets, and ensure timely follow-up.
· Collaborate with NOC and engineering teams to identify network-level issues affecting business clients.
2. On-Site Technician Support
· Assist field technicians on-site for complex SMB installs, upgrades, and service calls.
· Support configuration and deployment of business network equipment (e.g., firewalls, managed Wi-Fi, hosted voice, static IP configurations).
· Verify service performance and network integrity during installation and turn-up.
· Provide hands-on assistance and guidance to technicians on technical setup and troubleshooting.
· Document installation details, network configuration, and any custom SMB requirements.
3. Cross-Team Collaboration
· Work closely with Customer Service, Field Operations, Sales, and Engineering to ensure a seamless experience for SMB customers.
· Offer feedback to improve internal processes, installation standards, and support documentation.
4. Documentation & Reporting
· Maintain accurate records of customer interactions, network configurations, and troubleshooting steps.
· Create or update internal knowledge base articles and best-practice guides for SMB support.
· Report recurring issues or product/service gaps to leadership.
Knowledge, Skills & Abilities
- Customer-first mindset with strong problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to multitask and manage time effectively.
- Self-motivated and able to work independently with minimal supervision.
- Strong teamwork skills and willingness to help wherever needed.
Basic Qualifications & Competencies
· Experience in technical support, IT networking, telecommunications, or related field.
· Strong understanding of network fundamentals (TCP/IP, DNS, DHCP, VLANs, routing, switching).
· Hands-on experience with routers, switches, Wi-Fi systems, or similar networking devices.
· Ability to communicate technical information clearly to both technical and non-technical users.
· Comfortable working in the field, including climbing ladders, operating equipment, and handling physical installations.
· Must be able to provide proof of eligibility to work in the U.S.
Preferred Qualifications & Competencies
- Prior experience in fiber-optic internet, ISP support, or telecom field operations.
- Familiarity with ONTs, GPON/XGS-PON, fiber light levels, and residential/commercial CPE.
- Certifications such as CompTIA Network+, CCNA, or similar.
- Experience supporting SMB customers with static IP setups, managed networks, or hosted voice solutions.
Physical Demands & Working Environment
- Walking- up to 40%
- Standing- up to 40%
- Reaching- up to 10%
- Lifting and/or bending- up to 10%
- Work environment- indoors and outdoors
- Able to lift up 50 pounds.
- Occasional after-hours or on-call work for urgent SMB escalations
- Travel: 35%
STATEMENT
The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully.
This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.
This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
We are an Equal Opportunity Employer. At LiveOak Fiber, we are committed to creating a diverse environment and are proud to promote inclusiveness in everything we do. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws. LiveOak Fiber is also committed to compliance with the Americans with Disabilities Act (ADA).
Our workplace is committed to promoting a safe and healthy environment for all employees. Therefore, we maintain a drug-free workplace policy to ensure the well-being and productivity of our team.
