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Open nowPosted yesterday

Senior Customer Engineer

wnc1,018 open roles

Where
4144 N. Central Expressway Suite 115, Dallas, TX 75204, U.S.A.
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Your applicationOpen nowSenior Customer Engineerwnc · 4144 N. Central Expressway Suite 115, Dallas, TX 75204, U.S.A.

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The clock on this job

Early applications get read.

13.8% of postings close within 7 days. Measured by our own scanner across the market. wnc postings stay open a median of 18 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 13.8%7 days
  4. 22.3%14 days
  5. 37.8%30 days
  6. 59.0%60 days
This job: posted yesterday

wnc median: 18 days open

The posting

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

Job Description

[Key Roles & Responsibilities]

Technical Support & Issue Management

  • Provide technical support for the deployment, configuration, troubleshooting, and maintenance of Fixed Wireless Access (FWA), Broadband Gateway, Wi-Fi Router & Extenders, mesh systems, and network communication products.
  • Support customer evaluations, field trials, certifications, and new product introductions (NPI) during pre-launch and commercial deployment phases.
  • Analyze and troubleshoot hardware, software, firmware, RF, networking, and interoperability issues in customer and laboratory environments.
  • Collaborate with Engineering and R&D teams to drive root cause analysis, corrective actions, and product enhancements.
  • Investigate and resolve issues related to cellular connectivity, Wi-Fi performance, network routing, throughput, latency, device management, and service reliability.
  • Collect, analyze, and interpret logs, traces, performance metrics, and test results to identify and resolve technical problems efficiently.
  • Escalate critical customer issues and coordinate cross-functional teams to ensure timely resolution and customer satisfaction.
  • Support R&D teams in software integration, debugging, validation, and customer deployment activities across prpl OS, OpenWRT, RDK-B, and related broadband software platforms.
  • Manage the end-to-end trouble ticket lifecycle including creation, tracking, and following established escalation
  • Provide feedback from customer deployments to Product Management and R&D teams to improve product functionality, usability, and reliability.
  • Ensure products meet customer requirements, operator specifications, and industry standards for wireless and networking technologies.
  • Develop and maintain technical documentation, troubleshooting guides, FAQs, knowledge base articles, and test procedures.
  • Work closely with Sales and Business Development teams to provide technical expertise, customer presentations, product demonstrations, and solution recommendations.

Software Development & Quality Process Support

  • Support software development lifecycle activities including requirement review, feature integration, validation, defect management, and release readiness.
  • Collaborate with customer QA teams to review test plans, validation results, bug reports, and regression testing activities.
  • Assist with issue reproduction, log analysis, root cause investigation, and software debugging coordination.
  • Participate in Agile/Scrum development processes including sprint planning, backlog review, release planning, and issue prioritization discussions.
  • Monitor software quality metrics, project risks, and schedule dependencies and communicate potential concerns proactively.

Required Technical Knowledge

  • Broadband Gateway and Residential Gateway platforms
  • Well versed in Open Software Development Platforms (prpl/RDK-B/OpenWRT)
  • Fixed Wireless Access (FWA) and CPE technologies
  • Wi-Fi (Wi-Fi 6/6E/7/8), and PON (GPON/XGS-PON) technologies
  • 4G LTE, 5G NR, and 3GPP technologies
  • TCP/IP networking, routing, switching, VLANs, VPNs, DHCP, DNS, NAT
  • Familiar with major chipset vendors such as Qualcomm, Broadcom, MediaTek, Maxlinear, etc.
  • RF performance analysis and troubleshooting
  • Network diagnostics, packet capture, and protocol analysis
  • Software development lifecycle, validation, and defect management processes
  • Agile/Scrum software development methodologies
  • Issie tracking and project management tools such as Jira or equivalent platforms
  • Embedded systems, firmware debugging, and interoperability testing
  • Customer-facing technical support and issue management
  • Cross-functional collaboration with Engineering, R&D, Product, and Sales teams
  • Strong verbal and written communication skills for customer-facing and global team interactions

Collaboration & Communication

  • 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.
  • Coordinate across geographically distributed teams to ensure project alignment and execution.

[Qualifications & Level Expectations]

  • Education: Bachelor’s degree in electrical engineering, Computer Science, or a related field with at least 10 years of relevant experience

Education

Bachelor - Electrical Engineering

Work Experience

Language

Skills

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