LiveOak Fiber · 1 month ago
SMB Support Engineer
Niceville, FL
Full-time
Onsite
Entry, Mid LevelLiveOak Fiber is a company that values employee contributions and career growth. The SMB Support Engineer provides advanced support to Small and Medium Business customers through remote and on-site technical assistance, ensuring exceptional service delivery and resolving network issues.
InternetTelecommunicationsWired TelecommunicationsWireless
Responsibilities
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
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
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
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
Qualification
Required
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
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
Preferred
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
Benefits
100% company-paid medical, dental, vision benefits
Bonus potential
Company
LiveOak Fiber
LiveOak Fiber is a broadband service provider that provides reliable fiber internet for residential and business use.
Founded in 2022
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$400MKey Investors
JP MorganInfraRed Capital Partners
2024-09-03Private Equity
2024-07-01Debt Financing· $250M
2022-07-11Private Equity· $150M
Leadership Team
Shane Schilling
Chief Operating Officer
Recent News
2025-06-23
2025-05-17
2025-04-08
Company data provided by crunchbase