Customer Engineer / Senior Customer Engineer

Wistron NeWeb Corporation•Dallas, TX

About The Position

The Customer Engineer / Senior Customer Engineer provides technical support for wireless broadband communications products and customer-premise equipment (CPE). The role handles technical inquiries and trouble tickets, assists with CPE setup and maintenance, and diagnoses network and device issues using analysis and performance-testing tools. It also involves developing and implementing CPE test plans, quality assurance for hardware and software, and failure analysis of returned, field-failed, or prototype devices. The position applies knowledge of networking, wireless and broadband technologies, Wi-Fi hardware, embedded systems, and open software platforms to troubleshoot problems and improve processes. The engineer communicates technical issues to development teams, shares customer and market feedback with Sales and Business Development, and translates complex information into actionable guidance for stakeholders. The description covers both Customer Engineer and Senior Customer Engineer levels but does not specify distinct level-specific expectations beyond informal guidance to junior team members.

Requirements

Bachelor’s degree in electrical engineering, computer science, or a related field.
Foundational knowledge of Wi-Fi 7/8, 5G NR, PON, and DOCSIS architectures.
Solid understanding of the TCP/IP stack and related network protocols, including TCP/IP, DHCP, NAT, and VLAN.
Proficiency with Iperf or IxChariot for network performance testing and Wireshark for packet analysis.
Strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases.
Strong understanding of Wi-Fi router, access point, and mesh network hardware architecture.
Knowledge of open software development platforms such as prpl, RDK-B, or OpenWRT.
Strong embedded-systems hardware background, including residential gateways and Wi-Fi, with platforms or components such as Qualcomm, Broadcom, MediaTek, or Maxlinear.
Background in hardware and software quality assurance, CPE testing and validation, and failure analysis.
Effective communication with clients and internal teams.
Customer-oriented approach to providing technical support.
Ability to learn new technologies and apply them to technical support and problem-solving.
Ability to quickly identify and resolve technical issues.
In-depth understanding of the technical principles and operational methods of network communication equipment.
Familiarity with engineering procedures and prescribed guidelines, with willingness to seek coaching to expand technical and business knowledge.
Accountability for individual contributions and the quality of first-level customer support.

Responsibilities

Handle initial technical inquiries and frequently asked questions.
Manage the end-to-end trouble-ticket lifecycle, including ticket creation, tracking, and following escalation processes.
Support setup, configuration, and maintenance of CPEs, including 5G FWA, residential gateways, Wi-Fi routers, extenders, and mesh systems.
Use network analysis tools such as Wireshark to diagnose and resolve network faults.
Adapt established procedures to customer environments to address unprecedented problems or unexpected situations.
Develop and implement test plans for CPE.
Perform quality assurance for hardware and software, including testing and validation of CPE connected through Fiber, DOCSIS, and WLAN.
Diagnose returned, field-failed, or prototype CPE devices to determine causes of failure, including component, solder-joint, thermal, ESD, or software/firmware issues.
Apply networking concepts and protocols to solve technical challenges.
Identify process improvements by integrating best practices and understanding cross-discipline engineering procedures.
Communicate technical issues to development teams to support timely resolution and 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.
Maintain technical guides, FAQs, and internal knowledge bases.