Senior Customer Engineer

Job Description

• Collaboration & Communication
• Verbal and written communication with customers, internal and external engineering teams and other stakeholders.
• 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.
• 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.

Qualifications & Level Expectations

• Education: Bachelor’s degree in electrical engineering, Computer Science, or a related field with at least 10 years of relevant experience.
• 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.

Technical Requirements Detailed

• Education: Bachelor's degree in electrical engineering, Computer Science, or a related field with at least 10 years of relevant experience.
• Experience: At least 10 years of relevant experience in engineering or related fields.
• Skills: 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; strong understanding of the TCP/IP stack and related network protocols; strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases.