Engineer, Network, Voice and Brand Standards

Engineer, Network and Voice Enablement and Brand Standards

Company Overview

Allbridge delivers property technology solutions that drive value for property owners and elevates the experience for residents and guests. Allbridge delivers world class services and solutions by being the experts at technology planning, engineering, installation, and support that drive recurring services to the hospitality and multifamily industries.

We are rapidly growing and seeking top talent to join our team. If you want to work in a thriving industry and contribute to best-of-breed solutions, Allbridge may be the company for you. Comprised of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities and competitive compensation and benefits packages.

Job Summary

The Engineer, Network and Voice Enablement and Brand Standards serves as the technical escalation point for network and voice questions coming from Support, Installation, and PM teams, while owning the longer term work of reducing how often those escalations happen in the first place. This role establishes a baseline skills assessment, builds new hire onboarding content, defines a clear RACI for when issues should escalate to Engineering or SE, and builds training and certification programs so Support, Installation, and PM carry more of the technical load independently, and in some cases reach full vendor or brand certification. Reference and training content is maintained in the existing SharePoint knowledge base.

This position also owns full documentation and organization of technical standards for an assigned set of corporate brand partners, across all relevant product lines including network, voice, video, and property technology. This includes managing the recurring cadence meetings with those assigned brands, coordinating attendance from other internal teams, and maintaining an organized, current record of every standards change so it is properly communicated and stored for reference. This role owns a subset of Allbridge 's major brand partners rather than the full brand portfolio, with additional headcount planned to own the remaining brands.

Essential Job Functions and Responsibilities

Network and Voice Technical Enablement

- Serve as the technical escalation point for Support, Installation, and PM on network and voice questions.

- Track escalation volume and root cause by product line to identify recurring knowledge gaps.

- Conduct a baseline skills assessment of Support, Installation, and PM teams within the first 90 days, and on a recurring basis thereafter, to identify gaps and track training progress over time.

- Design and deliver training curriculum targeted at the highest frequency and highest impact gaps.

- Own new hire onboarding curriculum for network and voice technical content across Support, Installation, and PM teams.

- Maintain the network and voice technical knowledge base in SharePoint, organized for easy reference by Support, Installation, and PM teams.

- Identify and manage certification paths, vendor or brand specific, for Support and Installation staff.

- Define and maintain a RACI for network and voice technical escalations, clarifying what is owned within Support, Installation, and PM versus Engineering or SE, and the criteria for escalating beyond that RACI.

- Work to reduce the volume of technical escalations that require engineering or product involvement over time.

Brand Standards Documentation and Communication

- Own full documentation of technical standards for an assigned set of corporate brand partners, across network, voice, video, and property technology product lines.

- Maintain a single, organized source of truth for assigned brand standards in SharePoint, kept current as changes occur.

- Communicate every standards change to all impacted internal teams in a structured and consistent manner.

- Organize documentation so it is easily referenced by Support, Installa