Engineer I, Customer Support
Description For Engineer I, Customer Support
Parallel Wireless is seeking a Customer Support Engineer I to join their Professional Services organization. This role focuses on remote network monitoring and KPI reporting for mobile network infrastructure. The position offers an opportunity to work with cutting-edge telecommunications technology, including 5G, LTE, UMTS, and GSM networks.
The role involves working in a dynamic 24x7 environment, where you'll be responsible for monitoring network performance, generating technical reports, and providing first-level support for critical systems. You'll collaborate with various teams, including Technical Support, Systems Engineering, and Development Engineering, while directly interfacing with service provider customers.
This position is ideal for someone with a strong background in Radio Access Network (RAN) technology and a passion for telecommunications. You'll be involved in implementing automation solutions, analyzing network performance, and ensuring optimal service delivery for customers. The role requires both technical expertise and strong communication skills, as you'll be presenting technical analyses and KPIs to both internal teams and customers.
Working at Parallel Wireless offers exposure to the latest developments in mobile network technology, including 5G implementation and cloud-based solutions. The company's focus on innovative RAN solutions makes this an excellent opportunity for someone looking to grow their career in telecommunications infrastructure.
The ideal candidate should have a bachelor's or master's degree in a relevant engineering field, along with 3-5 years of hands-on technical support experience. Knowledge of cloud technologies, virtualization, and automation tools is highly valued. This role offers the opportunity to work with a collaborative team while developing expertise in next-generation mobile network technologies.
Responsibilities For Engineer I, Customer Support
- Be part of a 24x7 remote network monitoring team working on rotating shifts
- Responsible for KPI and technical reporting for the Customer Support team
- Collaborate with peer teams to identify their specific reporting requirements
- Deliver daily, weekly and monthly reports to internal teams
- Define and document methodologies and procedures for recurring reports
- Implement automations to reduce report generation effort
- Assist with presentation and explaining technical analysis, KPIs, Statistics and Root Cause Analysis
- Perform first level technical support and analysis on issues found during network monitoring
Requirements For Engineer I, Customer Support
- 3-5 years of hands-on technical support experience in Radio Access Network
- Experience in presenting and explaining detailed KPIs and metrics
- Strong interpersonal skills
- Ability to work in 24x7 shift environment
- Experience in RAN or RF Engineering
- Experience with LAN/WAN, Routing protocols, TCP/IP, QoS
- Unix/Linux systems knowledge
- Strong written and verbal communications skills
- Bachelor's or Master's degree in Electronics/Tele-Communication/Computer Science Engineering
- Experience with Excel or statistical analysis tools
- Good understanding of 3GPP standards
