Senior Customer Engineer

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