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