Support Engineer

• Provide resolution of entry level support issues spanning all of DFN’s products and services.
• Monitor customer tickets and respond in a timely manner.
• Document and escalate tickets per DFN support procedures.
• Communicate with customers to identify and understand their product or service needs; identify and suggest products and services to meet those needs.
• Manage multiple tasks/priorities simultaneously.
• Assist in day-to-day order entry and processing.
• Assist Broadband Technicians in turn-up and troubleshooting.
• Clean and reset returned equipment for redeployment.

Technical Support Representative

Operations

• Provide strategic and day-to-day leadership for all OSP activities within the assigned district, including construction, maintenance, and restoration.
• Own operational performance for the territory, including schedule adherence, cost control, quality, safety, and customer impact.
• Translate company-wide goals into executable district-level plans and priorities.
• Directly manage district-level OSP managers, supervisors, and internal field staff.
• Oversee performance of subcontractors and vendors, including selection, onboarding, compliance, and ongoing performance management.
• Ensure all crews—internal and contracted—adhere to company standards, safety requirements, and regulatory obligations.
• Oversee fiber network builds, expansions, upgrades, and repairs within the district.
• Partner with Project Management, Engineering, Permitting, and Network teams to ensure seamless execution from design through closeout.
• Monitor progress against schedules and budgets; proactively address risks, delays, and cost overruns.
• Champion a strong safety culture and ensure compliance with OSHA, local, state, and federal regulations.
• Enforce quality control standards for fiber construction, splicing, testing, and documentation.
• Conduct and support audits, inspections, and corrective action plans as needed.
• Manage district OSP budgets, forecasts, and cost controls.
• Track and analyze KPIs such as productivity, rework, outages, safety incidents, and contractor performance.
• Identify opportunities to improve efficiency, reduce costs, and increase build velocity without compromising quality.
• Serve as the primary OSP operational point of contact for the district.
• Build and maintain strong relationships with local governments, utilities, property owners, and community partners.
• Collaborate closely with internal departments including Engineering, Network Operations, Customer Experience, Finance, and Procurement.
• Drive process improvements, standardization, and best practices across district operations.
• Support the adoption of new tools, systems, and construction methods.
• Mentor and develop future leaders within the OSP organization.

Technical Support Representative

Director of OSP Operations