Sr. Customer Support Engineer

Celona•Dallas, TX

3d•Remote

About The Position

Celona is seeking a Sr. Support Engineer to provide pre- and post-sales technical support for its LTE/5G solutions. This hands-on support engineering role focuses on resolving customer issues, particularly those involving 5G networks, and supporting customers, sales teams, and partners. The role owns complex customer and field issues through investigation and resolution, while helping make the support team more effective by documenting recurring solutions for possible reuse as shared AI skills in collaboration with an AI Developer Engineer. This is a remote position based in the Dallas–Fort Worth, Texas area, with work performed from home. Celona will reimburse home office expenses. Travel to the San Francisco Bay Area is required for initial training and subsequent training for new product launches, as well as travel to customer sites for troubleshooting, training, and business reviews.

Requirements

5–7 years of experience in customer support, technical support engineering, or field support.
Bachelor’s degree from an accredited college or university in computer science, software engineering, networking, or a related field.
Demonstrated knowledge of Linux, Bash, and Python scripting.
Expert-level IP networking fundamentals, including IPv4/IPv6, switching, routing, VLANs, and VRRP.
Packet-level understanding of ARP, DHCP, UDP, TCP, and ICMP.
Strong experience analyzing packet captures and performing protocol-level troubleshooting.
Working knowledge of firewalls, security policies, and access control lists.
Working knowledge of Kubernetes, containers, microservices, and cloud-native architecture.
Strong oral and written communication skills, including the ability to document findings clearly.
Experience with REST APIs and API-based integrations.
Strong experience with 5G architecture, private cellular networks, or carrier-grade wireless solutions.
Understanding of 5G protocols, radio access networks (RAN), or edge computing.
Experience using AI tools for troubleshooting, analysis, or problem-solving.
Familiarity with LLM capabilities and limitations.
Ability to document troubleshooting workflows in a structured, reusable way.

Nice To Haves

Hands-on experience troubleshooting 5G/LTE private networks, including deployments, RAN, core network, or UE attach and connectivity issues.
Enterprise network troubleshooting experience across campus LAN/WLAN, WAN, firewalls, and network segmentation.
Experience working with field engineering and installation teams on customer-site deployments and on-site issue resolution.
Experience with packet capture analysis using Wireshark or similar tools on mobile core, RAN, or enterprise network interfaces.
Experience with CBRS or other spectrum-sharing deployments.
Experience reproducing field-reported issues in a lab environment to isolate root cause.
Experience with pre-sales technical engagement, including customer discovery, solution validation, or proof-of-concept support.
Experience escalating complex issues to engineering and QA teams with clear, reproducible defect reports.
Experience creating runbooks, knowledge base articles, or training material for other engineers.
Networking certifications such as CCNA or CCNP, or certifications in wireless technologies.

Responsibilities

Provide pre- and post-sales technical support to customers, sales teams, and partners for Celona 5G solutions.
Own complex customer and field issues end to end, including fault and root-cause analysis, technical action planning, resolution, and clear, timely customer communication.
Reproduce customer issues in a lab to understand failure modes.
Analyze packet captures, logs, and network traces across RAN, core, and enterprise network layers to isolate root causes.
Determine when escalation is needed and work with development and QA teams to resolve hardware and software deficiencies and bugs.
Provide clear, reproducible defect reports and participate in serviceability enhancement reviews.
Travel to customer sites for troubleshooting, training, and business reviews.
Work with field and installation teams on deployments and on-site issue resolution.
Provide technical cross-training to colleagues, QA, and development teams, and mentor junior support engineers.
Use AI tools to speed up log analysis and troubleshooting.
Document diagnostic steps for recurring issues in a reusable format and work with the AI Developer Engineer to build shared AI skills.