Customer Engineer / Senior Customer Engineer

WNC Corporation•Dallas, TX

About The Position

The Customer Engineer provides technical support for customer-premises equipment (CPE) and wireless broadband products. The role handles initial technical inquiries and FAQs, manages trouble tickets from creation through resolution, and follows established escalation procedures. It supports CPE setup, configuration, maintenance, testing, and validation, and uses network analysis and performance tools to diagnose faults and resolve customer issues. The position applies foundational networking knowledge alongside familiarity with 5G NR, Wi-Fi 7/8, PON, DOCSIS, Wi-Fi router and mesh hardware architecture, and open software development platforms such as prpl, RDK-B, and OpenWRT. It also involves hardware failure analysis of returned, field-failed, or prototype CPE to determine causes of failure, and identifying opportunities to improve processes and engineering practices. The engineer communicates technical issues to development teams, shares customer requirements and market feedback with Sales and Business Development, and translates complex information into actionable guidance for varied stakeholders. The role requires a bachelor's degree in electrical engineering, computer science, or a related field, and emphasizes quality first-level customer support, effective communication, problem-solving, and continued technical learning.

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 TCP/IP and related network protocols, including concepts such as DHCP, NAT, and VLAN.
Proficiency with Iperf or IxChariot for network performance testing and Wireshark for packet analysis.
Strong understanding of Wi-Fi router, access point, and mesh network hardware architecture.
Strong background in embedded systems hardware, including residential gateways and Wi-Fi equipment.
Strong hardware failure-analysis background and quality assurance experience with hardware and software.
Understanding of how to test and validate CPE, including fiber-, DOCSIS-, and WLAN-connected devices.
Strong writing skills for technical guides, FAQs, and internal knowledge bases.
Effective communication and collaboration with customers and internal teams.
Customer-oriented approach and ability to provide high-quality technical support.
Ability to quickly identify and resolve technical issues.
Ability and willingness to learn new technologies and apply them to technical support and problem-solving.
Familiarity with engineering procedures and ability to follow prescribed guidelines while seeking 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 escalation.
Support the setup, configuration, maintenance, testing, and validation of CPE, including 5G FWA, residential gateways, Wi-Fi routers, extenders, mesh systems, and fiber-, DOCSIS-, and WLAN-connected devices.
Use network analysis and performance tools 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.
Conduct failure analysis of returned, field-failed, or prototype CPE to determine causes such as component burnout, solder-joint cracking, thermal stress, ESD damage, or software/firmware crashes.
Apply networking concepts and protocols to resolve day-to-day 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.