Customer Engineer

Duties and responsibilities

• Collaborate with R&D and QA team to design, optimize, test and launch DOCSIS Customer Premise Equipment (CPE)
• Support product technical acceptance and certification
• Operate, configure Cable Modem Termination Systems (CMTS), cable modems and related headend/edge equipment
• Analyze and resolve complex DOCSIS related issues to reduce customer downtime
• Understand about IPTV, video delivery systems, and CDN infrastructure
• Write Product Test Plan for our WiFi, DOCSIS Network, Video streaming, Cellular, WiFi product, Network product
• Provide and improve automation test items request to improve efficiency and reduce human intervention time
• Engage with product group in L2 and L3 level problem escalation
• Frequent vendors and customer meetings and visits for product feedback and future opportunities
• Provide technical post-sales support to R&D team
• Work with R&D and DQA/SQA teams to ensure features delivery/inclusion
• Adhere to bug tracking process per corporate product development lifecycle

Requirements

• BS/MS degree in Computer Science, Electrical Engineering or a related
• 5+ years of work experience
• Knowledge in Window, Linux, Virtual Machine and/or Docker/Container is a plus
• Experience in TCP/IP V4/V6 network and basic knowledge in test automation operation/framework are required
• Able to demonstrate scripting skills in shell, and batch scripts
• Team players being able to adapt to multicultural environments
• Willingness to learn and explore new technologies
• Big plus with experience in wireless and wired telecommunication industry
• Hands on testing with DOCSIS 3.1 and later
• Hands on testing with Fiber
• Hands on debugging with Video Streaming commercial devices
• Includes fixed and mobile broadband, cellular (LTE, 4G/5G), WiFi LAN (802.11ac, 802.11ax,…) and PAN
• Hands on experience in commercial tools – network, OctoScope, mobile, field, diagnostics, logging, automation, E2E such as QXDM, PCAP, Wireshark, …
• Knowledge and experience with carriers’ certification and technical approval process from US carrier (Comcast, Cox Communication, Verizon, AT&T, T-Mobile, Sprint, etc.)
• Willing and able to travel
• Ability to work in a team as well as an individual contributor when necessary
• Out of the box thinking.
• Critical thinker and problem-solving skills
• Ability to provide alternative solutions to achieve goals in a dynamic environment
• Analytical skills & attention to details
• Ability to work under pressure and maintain deadlines
• Good time-management skills
• Great interpersonal and communication skills

Qualifications

• Communication & Collaboration: Capable of effective communication and collaboration with clients and internal teams.
• Customer Service Orientation: Possesses strong customer service awareness and can enhance customer satisfaction.
• Learning & Adaptability: Continuously learning new technologies and able to quickly adapt to technological changes.
• Problem-Solving: Able to quickly identify and resolve technical issues, providing effective solutions.
• Technical Proficiency: Familiar with the installation, configuration, and maintenance of network communication equipment.