Senior Customer Engineer

We are a leading company in the wireless broadband communications industry seeking talented professionals with a winning attitude. Key Roles & Responsibilities Handle initial technical inquiries and FAQs. Manage the end‑to‑end trouble ticket lifecycle, including creation, tracking, and following established escalation processes. Support the setup, configuration, and maintenance of CPEs such as 5G FWA, RG, Wi‑Fi routers, extenders, and mesh systems. Utilize network analysis tools (e.g., Wireshark) to diagnose and resolve network faults. Propose solutions for unprecedented problems or unexpected situations by adapting established procedures to specific customer environments. Develop and implement test plans for CPEs. Technical Knowledge Application Apply foundational networking concepts (TCP/IP, DHCP, NAT, VLAN) to daily technical challenges. Maintain a solid understanding of 5G NR protocols, Wi‑Fi 7/8, PON (GPON/XGS‑PON), and DOCSIS basics. Strong understanding of Wi‑Fi router, access point and mesh network hardware architecture. Well versed in open software development platforms (prpl, RDK‑B, OpenWRT). Identify process improvement areas by integrating best practices and cross‑discipline engineering procedures. Collaboration & Communication Communicate technical issues clearly to development teams to enable timely firmware updates. Share customer requirements and market feedback with Sales and Business Development teams to support product evolution. Translate complex technical information into clear, actionable insights for diverse stakeholders. Provide informal guidance to junior team members. Qualifications & Level Expectations Bachelor’s degree in Electrical Engineering, Computer Science, or a related field. Familiar with engineering procedures and follows prescribed guidelines to complete tasks. Accountable for individual contributions and the high quality of first‑level support provided to customers. Technical Requirements Summary Foundational knowledge of Wi‑Fi 7/8, 5G NR, PON, and DOCSIS architectures. Proficiency in using Iperf or IxChariot for network performance testing and Wireshark for packet analysis. Solid understanding of the TCP/IP stack and related network protocols. Strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases. Advanced Scope Network/System architecture knowledge. Experience working with an integrated, cross‑disciplinary technical support environment. Effective communication with clients and internal teams to ensure smooth technical support. Customer orientation: centered on delivering high‑quality technical support. Continuous learning of new technologies and applying them to problem solving. Problem‑solving: quickly identify and resolve technical issues. Technical proficiency: in‑depth understanding of the principles and operational methods of network communication equipment. #J-18808-Ljbffr (NUSA) W-NeWeb Corporation