--- title: 'Technical Support Technician at GoNetspeed' canonical: 'https://feeny.ai/job/technical-support-technician-gonetspeed-rochester-vntygjkyq2s5' type: 'job' last_seen: '2026-10-19' --- # Technical Support Technician at GoNetspeed - **Company:** GoNetspeed - **Location:** Rochester, NY - **Compensation:** $20–$25/hr - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-10-13 - **Last confirmed live:** 2026-10-19 - **Apply:** https://jobs.lever.co/gonetspeed/ecb0cd76-1ec9-4feb-b2fd-25b6bc69a0f3 ## Job description Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future. And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team. Technical Support Technician position will be a key position within GoNetspeed's Network Operations Center. This person will be responsible for providing Level I and potentially some Level II troubleshooting and technical assistance in the areas of our voice-switched, optical transport and Internet and IP based networks for both our ILEC and CLEC operations. This person will directly report to the Technical Support Manager and will interface with the other work groups as needed. Essential Job Functions: Basic overall: Clearly documenting ALL calls via our Ticketing System. Communicating complex technical issues to customers in an easy-to-understand manner. Respond professionally and proficiently to internal and external customers. Perform customer call backs as appropriate and small business customer support. Proactively monitor all in-service Systems and respond to major events appropriately. Ability to work in a fast-paced environment and multi-task proficiently. Level I Support: Answer incoming Customer repair calls. Be the first point of contact for our customers concerning technical / small business account support. Perform duties as ILEC and CLEC Dispatcher. New installation setup – data and/or voice. Resolve customer complaints of any type. Trouble ticket processing data and voice customers. Knowledge, Skills, and Abilities: Experience in troubleshooting at least one of Dialup internet, support Transport and Voice-switched services or IP Network technology. Experience in Microsoft Excel, Word, Access, Visio and WAN/LAN technology is preferred. Knowledge of telecommunications technology, products and services. Must have strong self-motivational skills as well as possess administration, coordination and prioritization abilities. Skill in operating various office equipment such as personal computer and telephone systems. Skill in identifying and resolving subscriber problems. Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner. Ability to organize and prioritize multiple work assignments in a fast-paced, changing environment is also necessary. Ability to pay close attention to detail. Education and Experience: Associates degree or equivalent experience plus one to three years telecommunications experience. GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability. Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us. ## About GoNetspeed ## Company Overview - **One-liner**: GoNetspeed is a high-speed fiber internet service provider delivering symmetrical speeds up to 6 Gig to homes and businesses across the East Coast. - **Entity Type**: Private (backed by Oak Hill Capital; multiple funding rounds including debt and grants) - **Headquarters**: Rochester, New York, United States - **Founded**: 2021 (formed through the merger of five companies: OTELCO, OTTC, Lantek, GoNetspeed, and Icon) - **Founders**: Not individually named; the company was created by combining legacy telecom operators ## Core Business - **Primary industry**: Telecommunications / Fiber Internet Services - **Target customers**: B2C (residential) and B2B (small to medium businesses), with a focus on communities in the Northeast and Mid-Atlantic - **Mission or purpose**: “Connecting communities for today and for whatever comes next” – providing the fastest and most reliable internet with transparent, no-contract service ## Products & Services - **Fiber Internet (Residential)**: Symmetrical download/upload speeds up to 6 Gbps; no data caps, no contracts, free installation and Wi-Fi router. Plans include 500 Mbps, 1 Gig, and 6 Gig. - **Fiber Internet (Business)**: All-in-one Whole Home Wi-Fi solutions with dedicated support and reliable connectivity for business operations. - **Voice Services**: Bundled voice offerings (mentioned on website as part of their legacy DSL support, but fiber plans focus on internet). ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric – Total Funding**: $121.5 million (as of mid-2025), including: - Debt Financing (July 2025): $110M - Grant from Rhode Island Commerce Corporation (May 2025): $9M - Grant from Maine Connectivity Authority (April 2023): $2.5M - Non-Equity Assistance (2021): led by Oak Hill Capital Partners - **Notable Investors/Partners**: Oak Hill Capital Partners (lead investor), Rhode Island Commerce Corporation, Maine Connectivity Authority - **Growth Signals**: - Headcount of 266 employees (+10.8% YoY) - Rapid expansion of fiber network along the East Coast - 58 active job postings (as of late 2026) - Monthly job posting growth of +107.1% ## Competitive Advantages - **100% fiber optic network** – unaffected by moisture, temperature, or distance, offering superior reliability over cable or DSL. - **Symmetrical speeds** – equal upload and download (up to 6 Gbps), ideal for remote work, gaming, and content creation. - **No contracts or data caps** – differentiates from many incumbent ISPs. - **Local, U.S.-based support** – customer service team that explains technical issues in plain English. ## Strategic Focus - **Expanding the fiber footprint** across the East Coast, entering new communities and states. - **Building for the future** – investing in infrastructure to support next-generation speeds and capacity. - **Maintaining a customer-first approach** with transparent pricing and no bundling requirements. ## Why Work Here - **Culture**: Described as “tight-knit, family-oriented” with a strong sense of community. Employees often stay because of the supportive environment. - **Work model**: Primarily on-site for field roles (linemen, splicers, installers) and hybrid for some corporate positions (e.g., Bangor, Maine). - **Benefits**: 401(k) matching, dental, health, life, disability insurance, flexible spending account, health savings account, paid time off, employee assistance program, employee discount, and referral program. - **Engineering & field focus**: Roles in OSP engineering, construction, and technical support offer hands-on work building state-of-the-art fiber networks. - **Caution**: GoNetspeed has issued a warning about employment scams using the COO’s name; the company never asks for banking information or equipment purchases during hiring. - **Employee ratings** (on LinkedIn): 3.3/5 overall; culture 2.9/5, career 2.9/5, compensation 3.0/5 – suggests room for improvement in internal growth and culture, though many reviews highlight the supportive team. ## Sources 1. [gonetspeed.com](https://www.gonetspeed.com/) – Homepage and service plans 2. [gonetspeed.com/about](https://www.gonetspeed.com/about/) – Company background and mission 3. [gonetspeed.com/careers](https://www.gonetspeed.com/careers/) – Careers page with benefits and scam warning 4. [jobs.lever.co/gonetspeed](https://jobs.lever.co/gonetspeed) – Current open positions 5. [linkedin.com/company/gonetspeed](https://linkedin.com/company/gonetspeed) – Employee data, funding, reviews, and key executives ## Other roles at GoNetspeed - [Outside Sales Representative (Door-to-Door)](https://feeny.ai/job/outside-sales-representative-door-to-door-gonetspeed-fairfield-ns6v97nqzw31) — Fairfield, CT - [Outside Sales Representative (Door-to-Door)](https://feeny.ai/job/outside-sales-representative-door-to-door-gonetspeed-danbury-3rtpqzgdgkkj) — Danbury, CT - [Fiber Internet Sales Representative](https://feeny.ai/job/fiber-internet-sales-representative-gonetspeed-rockland-mrawqxv1g15t) — Rockland, ME - [OSP Licensing and Permitting Specialist](https://feeny.ai/job/osp-licensing-and-permitting-specialist-gonetspeed-united-states-9gf2n0tkcwya) — United States - [Lineman- Berlin, CT](https://feeny.ai/job/lineman-berlin-ct-gonetspeed-berlin-tanfcxwjyk29) — Berlin, Germany - [Project Manager - Commercial Orders](https://feeny.ai/job/project-manager-commercial-orders-gonetspeed-rochester-0pagtc8c2gfg) — Rochester, NY - [Outside Sales Representative (Door-to-Door)](https://feeny.ai/job/outside-sales-representative-door-to-door-gonetspeed-hartford-1f3zmyatz2fk) — Hartford, CT - [Outside Sales Representative (Door-to-Door)](https://feeny.ai/job/outside-sales-representative-door-to-door-gonetspeed-springfield-jt7ea5rf6p8j) — Springfield, MA - [Outside Sales Representative (Door-to-Door)](https://feeny.ai/job/outside-sales-representative-door-to-door-gonetspeed-middletown-321dk6hr3v85) — Middletown, CT - [Door-to-Door Fiber Internet Sales Representative](https://feeny.ai/job/door-to-door-fiber-internet-sales-representative-gonetspeed-scarborough-qjq0pmtnxpps) — Scarborough, Canada