Lumos

Network Engineer

• Troubleshoot and resolve technical issues across hardware, software, video, broadband, & phone services for residential and small business customers.
• Support both Business and Residential products, delivering effective solutions in a timely manner.
• Accurately document all interactions and updates in the service database throughout each stage of the support process.
• Monitor outages and maintenance events, gathering data and escalating when needed.
• Identify root causes, implement solutions, & escalate unresolved issues as appropriate.
• Demonstrate adaptability and retention of product knowledge while effectively managing multiple priorities in a fast-paced environment.
• Represent the company professionally by practicing the Articles of Excellence & delivering quality service.
• Work scheduled shifts including nights, weekends, & holidays based on business needs.
• Perform additional tasks as assigned to meet business goals.

Network Support Specialist

Sales Development Rep

• Own Outbound Prospecting: Drive cold outreach into enterprise accounts through calls, emails, and creative multi-channel sequences.
• Partner with Account Executives: Work closely with your AE partners to identify key decision-makers, map accounts, and develop targeted prospecting strategies for enterprise organizations.
• Qualify Inbound Interest: Respond quickly to inbound inquiries, uncover needs and challenges, and route qualified opportunities to the right AE.
• Get Creative: Develop distinct, value-based outreach that cuts through the noise. Test new approaches, iterate on what works, and bring fresh ideas to the team.
• Elevate the Team: Share what's working. When you crack a new approach or sequence that lands meetings, you bring it to the wider sales team to make everyone better.
• Be the Voice of the Prospect: Provide feedback to Sales Leadership and Enablement on what's resonating (and what's not) to continuously improve our go-to-market motion.

Sales Development Representative

Customer Support

• Quickly learns and applies knowledge of new product offerings to manage multiple priorities in a fast-paced environment.
• Resolves customer issues by clarifying concerns, researching solutions, implementing fixes, or escalating when necessary.
• Maintains accurate and timely documentation of sales activities, verifying service orders, and ensuring completeness throughout the process.
• Coordinates with Sales and cross-functional teams (Logistics, Activations, Operations, Engineering, Facilities) to gather necessary information and ensure accurate order entry and customer scheduling.
• Processes and manages customer orders, including pre-billing checks, scheduling installations, handling complex, multi-location accounts, and ensuring billing accuracy.
• Provides administrative support, managing escalations, complicated customer issues, and updates to processes and documentation.
• Handles calls efficiently while prioritizing first-call resolution and providing billing assistance, contract clarifications, and account adjustments.
• Utilizes Salesforce and other systems to manage orders, maintain customer records, and achieve performance metrics.
• Upholds company standards by delivering quality work, practicing Articles of Excellence, and enhancing customer experience.
• Consistently meets or exceeds key performance indicators and completes additional duties as assigned, maintaining dependable attendance.

Business Support Specialist II

Sales

• Attract, hire, ramp, and mentor a high-performing team of Enterprise AEs; raise the hiring bar and build bench strength.
• Set clear activity and quality standards for prospecting, multithreading, EB alignment, and value-based selling.
• Own the regional business plan: territory design, account prioritization, vertical/partner plays, and resource allocation.
• Run a tight operating cadence: weekly forecast and deal inspection, exec weekly deal reviews, QBRs, stage exit criteria, and risk mitigation.
• Ensure world-class execution of sales process; complete MEDDPICC, defined paper process, and CFO/CIO/CISO access.
• Lead pipeline generation strategy with SDR/Marketing; drive executive prospecting and field events in-region.
• Partner with SE leadership to standardize demo/POC success criteria and compress POV cycles.
• Build a partner co-sell motion with priority resellers/SIs to accelerate cycles and unlock whitespace.
• Use data to diagnose gaps (coverage, win rate, cycle time, ASP) and implement corrective plays quickly.
• Foster an accountable and performance based culture, celebrate wins, coach gaps, and develop future leaders.

Enterprise Sales Director

Pre-sales Engineer

• Hire, onboard, and mentor SEs; build the bench and succession plan for future managers
• Stand up the SE operating system: KPIs, inspection cadence, regional coverage model, and quality standards
• Own demo and POV strategy: success criteria, timelines, resourcing, and executive ready readouts
• Drive early technical discovery, solution design, competitive plans, and paper process clarity
• Partner with Sales leaders on territory planning, account prioritization, and resourcing SLAs
• Build field assets with Product Marketing and SEs: reference architectures, POV kits, competitive briefs, ROI storylines
• Enable partner co sell with priority resellers and SIs; track influenced pipeline and win rate
• Create the feedback loop to Product and Engineering with crisp requirements and clear impact
• Collaborate with RevOps on capacity planning, hiring plan, and budget alignment
• Model an inclusive, learning oriented culture; invest in manager and IC development

Director, Presales Engineer

Support Engineer

• Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction.
• Troubleshooting Complex Technical Errors: Lumos rolls out new product features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed.
• Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development.
• Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

Director

• Drives the execution of strategic projects by coordinating efforts across teams, ensuring alignment with organizational goals, budgets, and on-time delivery.
• Scales our growth capabilities through strengthening network vendor & deployment partnerships.
• Conducts research and development of new GIS related products & procedures.
• Directs day-to-day operational and technical guidance to staff, schedule tasks; monitors workflow to ensure team meets established deadlines.
• Develops, implements, and maintains company-wide and departmental ESRI GIS modeling geospatial mapping & spatial analytics technology.
• Implements, coordinates, and enforces standards & procedures for ESRI GIS database mapping, maintenance, and administration.
• Provides structured GIS training and technical assistance to staff and other departments.
• Collaborates with cross-functional leadership to identify and implement GIS solutions and develop technical documentation.
• Efficiently identifies and implements process improvements to streamline the overall FTTP delivery solutions.
• Acts as a primary POC and SME for internal and external stakeholders – fosters strong relationships and addresses needs.
• Performs other duties as assigned including departmental and cross-functional projects.

Director – GIS

Account Executive

• Demonstrate a passion for helping large enterprise customers solve complex problems that truly add value and transform their organization.
• Manage the full sales cycle for potential enterprise customer from prospecting to close
• Take ownership of pipeline generation for your region in partnership with the SDR and Marketing teams.
• Demonstrate expertise and curiosity in the discovery process
• You pride yourself on tying challenges, pain and goals to a solution and will partner with the Sales engineering team to drive technical demos
• Share insights and learnings from your sales conversations. Collaborate with Customer Success to build high-quality onboarding and customer experiences. Collect insights from sales calls for our product team. Work with Marketing to create and execute campaigns to help with sales strategy.
• Committed to your customer’s success long after the initial sale you approach the sales process with empathy.