REQ_260611491 Senior Customer Engineer

Wistron NeWeb Corporation • Dallas, TX

3d

About The Position

We are a leading company in the wireless broadband communications industry looking for talented professionals with a winning attitude.

Requirements

• Bachelor’s degree in electrical engineering, Computer Science, or a related field.
• Familiar with engineering procedures follows prescribed guidelines to complete tasks while actively seeking coaching to expand technical and business knowledge.
• Accountable for individual contributions and the high quality of first-level support provided to customers.
• 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.
• Solid understanding of the TCP/IP stack and related network protocols.
• Strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases.
• Network/System Architecture knowledge.
• Capable of effective communication with clients and internal teams to ensure smooth technical support.
• Centered on customer needs, providing high-quality technical support.
• Continuously learning new technologies and applying 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.

Responsibilities

• 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.
• Apply foundational networking concepts (TCP/IP, DHCP, NAT, VLAN) to solve daily technical challenges.
• Maintain a solid understanding of 5G NR protocols, Wi-Fi 7/8, PON (GPON/XGS-PON), and DOCSIS basics.
• Strong understanding of Wi-Fi Router, Access Point and Mesh Network hardware architecture.
• Well versed in Open Software Development Platforms (prpl/RDK-B/OpenWRT)
• Identify process improvement areas by integrating best practices and understanding cross-discipline engineering procedures.
• Experience with AI technologies
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior