Vice President, Technical Client Support - Washington, DC


Cogent Communications is a multinational, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and point-to-point transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 215 markets located in 50 countries. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. Cogent offers competitive compensation and a full benefits package that takes effect within 30 days of employment. Matching 401k and stock options are also included.

What we are looking for:

We’re looking for candidates that welcome a challenge, are motivated, driven and exhibit strong work-ethic. We’re looking for someone with strong leadership skills to develop and mentor our large and diverse teams. The candidate MUST have strong coaching and management experience with ability to remain calm in a stressful situation. In addition, the right candidate will have experience working in a customer facing capacity and exhibit the ability to cultivate relationships by providing excellent customer service and managing customer expectations. This position is NOT for Windows System Admins, LAN Admins or Help Desk Managers.


  • Provide leadership and oversight for all 24/7 operations in Network Operations including tiered customer support and network availability/maintenance/augments
  • Provide leadership for the rollout of all network updates including capacity additions, equipment replacements and software upgrades while working with the field, customer service and engineering teams to meet the goals of minimal network disruption and customer impact
  • Define and enhance metrics to track objectives of zero defects and downtime
  • Develop and manage high-level relationships with carriers, colocation centers, customers and business partners.
  • Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products post-sale.
  • Define and implement NOC processes, CST processes, procedures and policies
  • Maintain proficiency in up-to-date technological developments in IP networking and DWDM technologies
  • Provide leadership to NOC and Customer Service personnel.
  • Ensure technical competency of each and every NOC director, manager and technician
  • Provide hands-on leadership during network events
  • Develop requirements for new operations tools to provide more efficiency to NOC team tasks


  • Strong leadership with high-energy management and coaching abilities are required. High level of interpersonal skills to work effectively with others, motivate employees, and elicit output
  • Strong working knowledge of network engineering on an IP backbone including the routing protocols, ISIS, OSPF, BGP, a strong understanding of peering and peering relationships and DNS is required
  • Strong problem-solving and troubleshooting skills are required
  • Working knowledge of Layer 1 transport networks and equipment. Experience with DWDM technologies is a plus.
  • Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgements as to prioritizing and time allocation
  • Successful project management experience is necessary
  • Well developed written and verbal communication skills are required
  • 10+ years professional experience in a NOC environment involving a geographically distributed network including 5+ years management experience
  • Experience working for an ISP is a plus
  • Typically requires a Bachelor's degree in a technical field or equivalent experience, certifications, or training

Reporting: This position reports to the CEO.

To apply for this position, please submit your resume and cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it..

Cogent Communications is an Equal Opportunity Employer.