Pilot

Marketing

• Own end-to-end execution of field marketing events, from planning and logistics through on-site coordination, post-event follow-up, debriefs, and reporting
• Create detailed event plans and timelines that keep internal teams and external vendors organized, informed, and on track from planning through execution
• Attend and engage customers, prospects, and partners at in-person events
• Source, vet, and manage relationships with venues and vendors for events, print projects, and promotional items
• Collaborate with internal stakeholders to plan and execute key milestone events for employees
• Maintain and optimize event documentation and workflows based on learnings and feedback
• Actively contribute ideas for improving events and programs based on what's working and what's not
• Ensure timely fulfillment of sales enablement resources, including collateral production, branded swag inventory, and trade show materials
• Coordinate and execute gifting campaigns and sales incentive programs, managing vendors, communications, and fulfillment timelines
• Handle material requests, coordinate printing and shipping with vendors, and track inventory levels to identify when materials need updating or restocking
• Update and create sales collateral and promotional materials using Canva, Figma, and/or Illustrator
• Perform additional responsibilities as assigned

Field Marketing Specialist

Network Engineer

• Design network solutions for customer connectivity across Pilot's fiber and datacenter infrastructure, and manage their implementation through to completion in collaboration with Network Engineers and Network Implementation Engineers.
• Architect network topology for new builds and expansions across Pilot's fiber and datacenter footprint, defining the infrastructure blueprint and being hands-on in the field as needed to validate designs and support delivery.
• Develop and improve design standards for topology, provisioning, and circuit design, leveraging automation to increase consistency and reduce manual effort.
• Forecast required capacity with third-party networks and make recommendations to technical leadership to improve network performance and scalability.
• Plan, schedule, and perform maintenance for network improvements and remediation across Pilot's network, including impact assessment and rollback planning, in conjunction with Network Support and Customer Experience teams.
• Conduct research and perform evaluation for new network hardware, software, and AI-driven tools as assigned by Network Engineering and Leadership teams, ensuring responsible and effective adoption.
• Lead complex or non-standard network implementations from scoping through delivery, including new service types, novel topologies, or cross-platform integrations.
• Provision and turn up new equipment, connections, and customer circuits across Pilot's network, including hands-on work at data center and field locations alongside Pilot and third-party teams.
• Provision and troubleshoot private and exchange-based peering sessions with third-party networks.
• Review and approve provisioning documentation, templates, and automation tools developed by Network Implementation Engineers, driving adoption of automation across standard workflows.
• Serve as a primary point of escalation for the Network team to troubleshoot advanced connectivity and performance issues affecting Pilot's customers.
• Investigate alarms received via Pilot's monitoring systems to troubleshoot issues such as equipment failures, fiber cuts, and third-party outages.
• Lead root cause analysis for major incidents and drive implementation of preventive measures to improve network reliability.
• Engage directly with customers and their technical teams on solution design, service turn-up, and resolution of complex issues, ensuring a high-touch experience aligned with Pilot's customer-first approach.
• Serve as a mentor to Network Support Engineers, Network Engineers, Network Implementation Engineers, and other members of technical staff, both on an ad-hoc basis and via designed training sessions.
• Continuously improve Pilot's documentation of its network infrastructure.
• Participate in Network Engineering's Tier III on-call rotation to address escalated issues.

Senior Network Engineer

• Implement network builds from design through production, collaborating with Network Engineers to deliver on time and to spec.
• Build and expand Pilot's network footprint, from on-netting new buildings and standing up new network segments to supporting ground-up datacenter builds and infrastructure upgrades.
• Ensure implementation quality through peer review and validation before customer handoff, adhering to all external SLAs, internal SLOs, and Pilot network standards throughout.
• Create and maintain provisioning documentation, templates, and automation tools for all standard services.
• Provision all standard connectivity services including dedicated internet access, IP transit, point-to-point Ethernet, and DWDM circuits.
• Troubleshoot network connectivity issues, including fiber and access-layer equipment. Develop subject matter expertise on provisioned network components to improve troubleshooting capabilities and reduce resolution time.
• Serve as an escalation point for the Network Support team, handling complex issues that exceed Network Support documentation and processes. Escalate to Network Engineers based on project ownership or subject matter expert areas, providing thorough context to minimize time-to-resolution.
• Communicate proactively with customers throughout service delivery and issue resolution, providing clear updates and collaborating with Network Support Engineers, Network Engineers, and cross-functional teams to ensure seamless handoffs and timely project milestones.
• Participate in a shared on-call rotation with the team to ensure 24/7 escalation coverage and support availability.

Network Implementation Engineer

Customer Support

• Deliver exceptional customer support via phone and email
• Serve as the first point of contact for technical inquiries
• Address non-technical customer issues and provide support for account changes
• Investigate outage alerts and escalate to the appropriate technical team
• Serve as a liaison between customers and internal teams
• Conduct proactive customer outreach and support data cleanup initiatives
• Understand and identify support trends to continuously improve service

Customer Support Associate

Executive Assistant

• Provide project and administrative support to the CEO and Leadership Team; understand priorities and help drive strategic planning and project execution
• Manage the planning and execution of leadership, board, and other key company meetings and events, ensuring alignment and efficient use of time and resources; execute logistics including scheduling, agenda development, capturing and tracking meeting notes and action items, and setup; ensuring effective communication and follow-through
• Manage and support the seamless execution of cross-functional projects and initiatives
• Work with key stakeholders to manage and execute business operations processes, including but not limited to diligence requests, corporate insurance, contract management, and other processes and programs as required
• Develop and implement systems and processes to improve operational workflows utilizing company tools and technologies
• Manage administrative needs for the CEO and Leadership Team, including but not limited to creating, preparing and editing correspondence, presentations, and other documentation, managing calendars, scheduling meetings, administering expense reports, and arranging travel, while ensuring effective prioritization
• Assist with other projects and administrative support needs as assigned

Account Executive

• Answer Pilot's inbound phone line, responding to inquiries promptly and professionally
• Respond to all inbound inquiries across phone, email, and web
• Demonstrate a thorough understanding of Pilot's services
• Engage in the consultative sales process
• Nurture a well-organized pipeline of prospects
• Forecast pipeline accurately and consistently
• Maintain rigorous data hygiene and documentation across Pilot's sales tools
• Collaborate cross-functionally with other teams
• Remain current on product updates, industry trends, and competitor offerings
• Execute against all administrative tasks associated with converting a prospect to a customer

Inbound Sales Representative

Manager

• Manage all 24/7 support operations, including shift coverage, on-call rotations, maintenance windows, and after-hours coordination
• Ensure adherence to all SLAs, SLOs, and performance metrics as well as timely customer communications for outages, RFOs, and service credits
• Collaborate with a variety of teams including Network Engineering, Customer Experience, Construction, Service Delivery to troubleshoot connectivity issues, advocate for customer needs, and resolve systemic problems
• Oversee the team’s handling of non-technical customer issues, ensuring consistent, high-quality support for account changes such as upgrades, downgrades, cancellations, moves, and billing inquiries
• Act as a senior escalation point for complex technical and account issues
• Recruit, hire, develop, and retain high-performing Tier 1 and Tier 2 support teams through coaching, performance management, and career development in a customer-centric culture
• Continuously improve support processes, documentation, workflows, and knowledge base content. Partner with stakeholders to build templates, macros, and automation that enhance efficiency and customer experience
• Establish clear escalation protocols between Tier 1 and Tier 2 to ensure seamless handoffs and resolution
• Create and maintain up-to-date documentation for new and existing processes, including configurations and specific Pilot network commands and protocols, to support team shortcuts and process improvements
• Analyze support data and trends to identify training needs, process gaps, and opportunities for product or network improvements. Escalate findings and recommendations to relevant stakeholders
• Evaluate and implement new systems, tools, and technologies to enhance support operations and multi-channel customer experience
• Participate in escalation rotations with availability for off-hours work (late night/early morning) as needed

Support Manager

Full-stack Engineer

• Develop and maintain new and existing services using Go, PHP, SQL, and TypeScript, working in an AI-augmented development environment
• Enhance infrastructure and site reliability by leveraging Kubernetes, Docker, Envoy, Prometheus, and Jenkins, while contributing directly to infrastructure roadmapping and architectural decisions
• Directly engage with and understand business processes, objectives, workflows, and strategy, not just code
• Architect and implement solutions to key business challenges in collaboration with technical leaders, applying deep knowledge of both technical and operational processes to deliver scalable, secure, effective outcomes
• Design and build integrations across internal systems, third-party APIs, and SaaS platforms to streamline workflows and improve data flow