Tech Service Specialist 3 - Remote Eligible

Tech Service Specialist 3

DIRECTV is seeking a Tech Service Specialist 3 to serve as an individual contributor team lead responsible for guiding junior team members while ensuring seamless application and production support operations. This role combines technical expertise with leadership responsibilities, requiring someone who can effectively manage critical incidents, facilitate cross-team collaboration, and maintain operational excellence. The ideal candidate will take ownership of high-severity issues while supporting data-driven decision making through accurate reporting and analytics. The role is pivotal in translating technical issues into executive-level insights, ensuring clear and timely updates during major incidents.

Here's what you'll do:

• Lead and mentor junior support team members in their daily operational activities and technical development.
• Maintain incident records, data accuracy, and reporting analytics, supporting better-informed decisions and driving continuous improvement.
• Directly assist with weekly/monthly metric reporting and RCA's, contributing to a culture of accountability and learning.
• Monitor system performance and proactively identify potential issues before they impact production environments.
• Troubleshoot complex technical problems and coordinate swift resolution of application and infrastructure issues.
• Take ownership of high and critical severity incidents, ensuring timely resolution and proper communication.
• Facilitate high visibility troubleshooting bridges with stakeholders and technical teams.
• Manage dependencies and coordinate handoffs between multiple teams to ensure seamless operations.
• Maintain data accuracy in monitoring and analytics tools to support informed decision-making.
• Assist supervisor with metric report generation, analysis, and executive readouts.
• Document incident resolutions and contribute to knowledge base for continuous improvement.
• Collaborate with development and infrastructure teams to implement preventive measures.

What you'll need to be successful:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3 – 5 years of experience in IT application support, production support, or related technical role.
• Strong leadership and mentoring abilities with experience guiding junior team members.
• Proven experience managing critical incidents and high-pressure troubleshooting scenarios.
• Excellent problem-solving skills with ability to diagnose complex technical issues.
• Experience with monitoring tools, ticketing systems, and incident management processes.
• Strong communication skills for facilitating technical discussions with diverse audiences.
• Knowledge of ITIL frameworks and best practices for service management.
• Ability to work in 24/7 support environments and participate in on-call rotations.
• Experience with data analysis and reporting tools.

This is a remote position that can be located anywhere in the contiguous United States. May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer's proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.

DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location. The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

DIRECTV WAGE ZONES: $96,140 - $174,570

Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.

DIRECTV employees are expected to always be honest, trustworthy, and operate with integrity. Discrimination and harassment of any kind (including sexual harassment) will not be tolerated. We remain steadfast in our belief for diversity, equity, and inclusion; therefore, we encourage success based on individual merit and ability without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military/veteran status, or any other protected status. DIRECTV celebrates and is enriched by our differences; therefore we fully consider all qualified applicants including, those with a criminal history.