Engineer III, Provisioning & Service

WideOpenWest•Columbus, OH

About The Position

As an Engineer III, Provisioning & Services at WOW!, you will evaluate, test, and support devices that connect small and medium-sized business customers. The role works hands-on with DOCSIS cable modems, PON optical network terminals (ONTs), and Wi-Fi gateways, from lab qualification and field trials through deployment and ongoing support. You will collaborate with Product Management, Network Engineering, equipment vendors, and Field Operations to introduce technology, resolve complex issues, and improve the customer experience. The position supports business internet, managed Wi-Fi, hosted voice, and SD-WAN services. It includes device qualification and provisioning, interoperability testing, escalated technical troubleshooting, fleet health monitoring, vendor coordination, deployment readiness, and compliance with applicable technical and safety standards.

Requirements

3–5 years of experience in CPE engineering, cable/telecom access network engineering, or a related technical role.
Working knowledge of DOCSIS 3.0/3.1/4.0 technology and cable modem provisioning.
Experience with GPON and/or XGS-PON technologies and ONT configuration and provisioning.
Familiarity with Wi-Fi standards (802.11ac/ax), wireless gateways, and mesh Wi-Fi systems.
Hands-on experience with TR-069/TR-369 (USP) device management protocols and ACS platforms.
Strong troubleshooting, lab testing, and root-cause analysis skills.
Understanding of business connectivity needs, including reliability and service-level agreement (SLA) expectations.
Clear communication skills and the ability to manage projects and collaborate across technical and business teams.
Ability to work on-call and/or overnight shifts.
Regularly required to talk and hear; use hands to type and handle objects and paperwork; and use close vision and focus.

Nice To Haves

Experience with CMTS and/or OLT infrastructure and access network architecture.
Python or Bash scripting for test automation and fleet monitoring.
Relevant vendor or industry certifications, such as CableLabs, BICSI, Calix, Nokia, Technicolor, or CommScope/ARRIS.
Experience supporting SD-WAN, hosted voice, or managed Wi-Fi services.

Responsibilities

Evaluate and qualify DOCSIS 3.0/3.1/4.0 cable modems, GPON/XGS-PON ONTs, Wi-Fi gateways, and mesh extenders for business services.
Develop, validate, and maintain device configurations, firmware images, provisioning templates, and TR-069/TR-369 (USP) auto-configuration server (ACS) profiles.
Conduct lab and field testing to validate interoperability between customer premises equipment (CPE) and CMTS/OLT infrastructure.
Translate requirements for business internet, managed Wi-Fi, hosted voice, and SD-WAN into CPE specifications.
Support Tier 2/3 and Field Operations teams with escalated connectivity, provisioning, and performance troubleshooting.
Monitor fleet health through network management and ACS platforms, identify recurring issues, and drive resolution.
Coordinate device certification, firmware qualification, and defect resolution with vendors.
Create test plans, methods of procedure (MOPs), configuration standards, and knowledge articles; contribute to new product readiness reviews.
Ensure devices meet applicable DOCSIS, PON, Wi-Fi Alliance, FCC, and UL/safety standards.