REQ_260611491 Senior Customer Engineer

WNC Corporation•Dallas, TX

About The Position

We are a leading company in the wireless broadband communications industry looking for talented professionals with a winning attitude. This role involves handling initial technical inquiries, managing the end-to-end trouble ticket lifecycle, and supporting the setup, configuration, and maintenance of various Customer Premises Equipment (CPEs) such as 5G FWA, RG, Wi-Fi Routers, Extenders, and Mesh systems. The engineer will utilize network analysis tools to diagnose and resolve network faults, propose solutions for complex problems, and develop test plans for CPE. The position requires applying foundational networking concepts and maintaining a solid understanding of current wireless and broadband technologies. Additionally, the role involves identifying process improvement areas, collaborating with development teams for firmware updates, and sharing customer feedback with Sales and Business Development teams. The Senior Customer Engineer will also provide informal guidance to junior team members.

Requirements

Bachelor’s degree in electrical engineering, Computer Science, or a related field.
Familiar with engineering procedures and follows prescribed guidelines to complete tasks.
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.

Nice To Haves

Experience with AI technologies

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.
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.
Understand Wi-Fi Router, Access Point and Mesh Network hardware architecture.
Work with Open Software Development Platforms (prpl/RDK-B/OpenWRT).
Identify process improvement areas by integrating best practices and understanding cross-discipline engineering procedures.
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.