Engineer I, Customer Support

The Parallel Wireless Professional Services (PS) organization is looking for a Customer Support Engineer to perform remote network monitoring and KPI reporting.  The ideal candidate will possess technical experience in the Radio Access Network (RAN) of mobile phone service provider industry.  As part of PW’s PS organization, this role would interface with PW’s service provider customers, as well as, PW Technical Support, Systems Engineering and Development Engineering teams.

• Will be part of a 24x7 remote network monitoring team working on a rotating shift basis.
• 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 the report generation effort and to increase accuracy in the reporting results and information.
• Assist with the presentation and explaining technical analysis, KPIs, Statistics and Root Cause Analysis to customers for their production environment and mission critical systems.
• Understand system management on a wide range of network technologies including GSM, UMTS, LTE, 5G and proprietary systems.
• Perform first level technical support and analysis on issues found during network monitoring.

• Minimum 3 to 5 years of hands-on technical support or similar experience in the Radio Access Network of the mobile phone industry.
• Direct experience presenting and explaining detailed KPIs and metrics to Customers and internal company teams.
• Strong interpersonal skills with the ability to cultivate a motivated and cohesive team environment.
• Must be able to work in 24x7 shift environment with a flexibility to work diverse schedule.
• Experience in RAN or RF Engineering a major plus.
• Experience in any one of the 5G, LTE, UMTS, GSM and other Radio Access Technologies.
• Experience with LAN/WAN, Routing protocols, TCP/IP, QoS, Tunneling and security protocols.
• Unix/Linux systems knowledge.
• Kubernetes, AWS, server virtualization and cloud experience a plus.
• Knowledgeable in wireless operator methods and practices.
• Strong written and verbal communications skills.
• Ability to understand technical issues.
• A team player who works well with shared responsibilities.
• Ability to adapt quickly to changing environments and manage parallel time-critical tasks.
• Good understanding of 3GPP standards.
• Experience with Excel or other statistical analysis tools.
• Ability to multi-task in a fast-paced environment.

• Bachelor’s (B.E/B.Tech) or Master’s degree (M.E. or M.Tech.) in Electronics/Tele-Communication/Computer Science Engineering; or equivalent training, education and experience.