Technical Support Engineer
Top skills: Prior experience in RAN commissioning & integration, Senior level Customer support experience, Strong communication skills
Summary:
The main function of the support engineer is to support engineering projects by adapting and applying engineering techniques, conducting tests and inspections, and preparing reports and calculations.
Job Responsibilities:
Determine engineering requirements by conducting inspections and analytical tests, analyzing and synthesizing data, maintaining control charts, determining root causes, and preparing bid specifications.
Resolve engineering problems by collecting analyzing information, researching, analyzing, adapting, and modifying engineering techniques.
Recommend solutions and prepare drawings, schematics, and diagrams.
Meet cost standards by preparing cost-benefit analyses, and track and report expenses.
Maintain and improve quality results by completing quality assurance tests, following standards, studying, evaluating, and re-designing processes, and implementing changes.
Collect and enter data, generate reports and presentations, and summarize data and trends.
Skills:
Creativity, verbal and written communication skills, analytical and problem solving ability.
Team player and detail oriented.
Basic ability to make sketches, engineering drawings and common computations.
Basic ability to perform details calculations to compute and establish manufacturing, construction and installation standards and specifications.
Basic knowledge of the practical application of engineering science and technology.
Previous experience with computer applications and design software related to engineering field.
Education/Experience:
Associate's degree in engineering technology or related field required.
8-10 years experience required.
KEY RESPONSIBILITES/REQUIREMENTS:
Essential Skills, Duties and Responsibilities:
• Strong knowledge and experience with 4G / 5G 3GPP technologies
• Strong knowledge and experience supporting/working on wireless network deployments (LTE/5G), SW/FW upgrades, installation and commissioning process
• Ability to manage work flow in a ticketing system. Document issues/support request raised by customer and provide updates until issue resolution in the Remedy Sales force ticketing tool
• Working with customers on a day-to-day basis to resolve customer network issues and provide technical support over the phone and email
• Support the customer C&I team by answering questions on the Samsung equipment, assisting during trouble shooting, and identifying root cause.
• Potential to grow into a Tier 3 or technical SME role
• Desire to serve in a lead capacity with ability to train and direct activities of junior engineers
• Ability and desire to cross train on different RAN Technologies
• Manage escalations on pre commercial sites during customer C&I activities with Samsung higher Tiers
• Provide debug log analysis, check network configuration, and support customer as needed.
• Experience troubleshooting RAN / RF performance issues.
• Experience with wireless network architecture, protocols, RF optimization and standards
• Be able to review various Engineering and Operational MOPs and provide feedback
• Review and provide updates and resolutions on open tickets before escalation to a higher support tier
• Build strong relationship with higher support tier teams to gain knowledge and collaborate in order to gain expertise
• Strong communication (oral and written) and good presentation skills
• Lead calls successfully with customers on technical discussions where there may be a difference in opinion. Overcome adversity and resolve issues with alignment
• Contribute in the adaptation of tools for process improvement, automation, and increasing efficiencies
• Provide On Job Training to the customer on a quarterly basis and as needed
• Meet ticket quality and productivity standards
• Perform knowledge sharing with all team members to enhance training
• Lead calls successfully with customers on technical discussions where there may be a difference in opinion. Overcome adversity and resolve issues with alignment
Desired Skills and Experience:
• Strong knowledge in LTE and 5G network architecture (RAN and CORE Network Elements) and IP network
• Prior experience in commissioning, integration and network support related activities is a must
• Experience with wireless network architecture, protocols, RF optimization and standards
• Strong communication (oral and written) and good presentation skills
• Experience with Samsung RAN products is a plus
• Senior level customer support experience with mobile wireless network carriers
• Previous experience in a Senior or Lead support role with a leading network equipment manufacture
• Ability to write basic or advanced scripting in Unix, Python or other programming languages is a plus
• Experience with use of AI to enhance productivity and efficiency preferred
Education, Work experience and Training:
• BS EE or CS or other related field required. MS EE or CS or other related field preferred.
• 5 years minimum of telecom related work experience
• Strong knowledge of wireless network architecture concepts especially in RAN domain
• Experience with Virtualized RAN Network and applications
• Good knowledge and experience with Unix Bash Shell Scripting and Perl/Expect Scripting
• Strong customer support experience
• Experienced in investigating and evaluating data trends for problem resolution
