Engineer II, 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

Key Job Responsibilities

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

Job Requirements

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

Education

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