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Pilot Fiber // fiber internet for businesses
Engineering, Full Time    New York City    Posted: Thursday, December 02, 2021
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Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet & network services to businesses with no contracts, backed by a 100% uptime guarantee & 24/7 proactive support.

We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, & designed with the customer in mind. 


  • Respond to incoming support phone calls, emails, & tickets promptly
  • Collaborate with other teams on network solutions, & provide technical answers & resources to other Pilot departments as a subject matter expert
  • Develop standards & best practices for Pilots network infrastructure
  • Troubleshoot networking, routing & interconnectivity problems, including network hardware issues & log all troubleshooting communication in Pilots help desk system
  • Provision network capacity such as dark fiber, peering, & transit 
  • Perform on-site visits with customers to troubleshoot issues & perform installations for Pilot products & equipment including phone & managed devices like wireless systems, on occasion
  • Train & develop new & existing team members to increase technical prowess
  • Act as a point of escalation for network tasks
  • Create & maintain up-to-date documentation for new & existing processes, configurations, & specific Pilot network commands & protocols
  • Manage & report on network or subscriber outages & both routine & emergency maintenances


  • Thorough understanding of TCP & UDP & well versed in configuring & troubleshooting IP routing/switching technologies & protocols like BGP, ISIS, & MPLS
  • Extensive experience with Juniper network hardware platforms & comprehensive knowledge of internet routing & network interconnection
  • Experience with scripting & automation using Bash & Python & basic Linux / Unix administration
  • Preferred experience working with an Internet service provider or large enterprise
  • Strong organizational experience & interpersonal skills to communicate to both internal & external stakeholders with exception attention to detail & accountability
  • Ability to employ a customer-centric approach including awareness of customer impact & potential risk mitigation
  • Can-do positive attitude & interest in quick deployment & resolution
  • At least 2-5 years in a similar support operations role with field or customer experience
  • Strong ability to multi-task & manage multiple priorities & projects simultaneously
  • Ability to take part in escalation rotations weekly & availability for off-hours work (late night/early morning), as needed
  • Comfort with frequent travel via mass-transit to sites in NYC & ability to work independently with minimal supervision


  • Medical, Dental, Vision Coverage
  • Company-sponsored 401(k)
  • Stock Options
  • Commuter Reimbursement
  • Competitive PTO

At Pilot, we believe differences make us stronger, & that our diversity is something to celebrate. Pilot hires without regard to race, color, religion or belief, national, social or ethnic origin, sex (and pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Pilot Fiber is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber employee by a recruiting firm that does not have a valid, written search agreement with us will be considered a referral, regardless of whether it is submitted for a posted position or for general consideration, & no matter how it is submitted (via email, the Internet, or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber as a result of the referral or through other means.


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