NOC Supervisor

RealPage, Inc.

NOC Supervisor overseeing NOC agents and technical support operations for RealPage. Ensuring monitoring and incident response in a 24/7/365 environment.

Posted 6/27/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $70,700 - $120,300 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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.
Preferred: Associate-level or professional-level networking certification, such as CCNA, CWNA, JNCIA, Network+, or equivalent demonstrated experience.
Experience supporting hospitality, multifamily, commercial property, managed Wi-Fi, ISP, MSP, or service provider networks.
Experience with incident management, change management, problem management, root cause analysis, and post-incident follow-up processes.
Prior experience coaching or training technical support staff.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementChange ManagementProblem ManagementRoot Cause AnalysisTechnical SupportNetwork OperationsService RestorationConfiguration ChangesNetwork Hardware DeploymentTicket Queue Management

Soft Skills

CoachingMentoringCommunicationTeam LeadershipProblem SolvingEscalation ManagementCustomer ServiceDocumentationCollaborationTraining

Certifications

CCNACWNAJNCIANetwork+Technical Certification