Senior Customer Engineer

Job Description Key Roles & Responsibilities Technical Support & Issue Management 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. Able to develop and implement test plans for CPE. Technical Knowledge Application Apply foundational networking concepts (TCP/IP, DHCP, NAT, VLAN) to solve 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 understanding cross‑discipline engineering procedures. Experience with AI technologies. Collaboration & Communication Communicate technical issues clearly to development teams for timely resolution and firmware updates. Share customer requirements and market feedback with Sales and Business Development (BD) teams to support product evolution. Translate complex technical information into clear, actionable insights for diverse stakeholders and provide informal guidance to junior team members. Qualifications & Level Expectations Education: Bachelor’s degree in electrical engineering, Computer Science, or a related field. Execution: Familiar with engineering procedures follows prescribed guidelines to complete tasks while actively seeking coaching to expand technical and business knowledge. Accountability: Accountable for individual contributions and the high quality of first‑level support provided to customers. Technical Requirements Summary Wireless & Broadband: Foundational knowledge of Wi‑Fi 7/8, 5G NR, PON, and DOCSIS architectures. Performance & Diagnostic Tools: Proficiency in using Iperf or IxChariot for network performance testing and Wireshark for packet analysis. Networking Protocol: Solid understanding of the TCP/IP stack and related network protocols. Documentation: Strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases. [Advanced Scope] Network/System Architecture knowledge. Education Bachelor Skills Communication & Collaboration: Capable of effective communication with clients and internal teams to ensure smooth technical support., Customer Orientation: Centered on customer needs, providing high-quality technical support., Learning & Innovation: Continuously learning new technologies and applying them to technical support and problem‑solving., Problem‑Solving: Ability to quickly identify and resolve technical issues., Technical Proficiency: In‑depth understanding of the technical principles and operational methods of network communication equipment. #J-18808-Ljbffr