Technical Support Engineer

Job Title: Technical Support Engineer – 4G/5G RAN (Tier 1/2)

Role Overview

As the first line of defense for our customers, you will handle incoming technical inquiries, perform initial triage, and resolve Tier 1/2 configuration and network management issues for our 4G eNodeB, 5G gNodeB, and NMS products. You will own the customer relationship during the early stages of troubleshooting and escalate complex software or hardware bugs to our core engineering team.

Key Responsibilities

• Triage & First Response: Own the support queue, acknowledge customer tickets within SLA windows, and gather crucial initial details (network topology, symptoms, software versions).

• Initial Troubleshooting: Diagnose common field issues such as configuration errors, basic NMS alarm states, power/cabling faults, and routing mismatches.

• Log Collection & Escalation: Use Linux CLI and NMS interfaces to collect system logs, diagnostic dumps, and Wireshark traces to package clean escalations for R&D when necessary.

• Routine Deployment Support: Assist field technicians with routine site commissioning, standard configuration pushes, and scheduled software updates.

• Knowledge Base Support: Help maintain customer-facing documentation, FAQs, and step-by-step installation guides.

Technical Requirements

• Foundational Wireless Knowledge: Understanding of basic 4G LTE / 5G NR architecture concepts (eNodeB, gNodeB, core network elements).

• Networking Basics: Solid grasp of IP networking fundamentals (IP addressing, subnets, VLANs, ping/traceroute utilities).

• Systems Familiarity: Comfort using Linux CLI for basic commands (moving files, checking system uptime, viewing logs) and interacting with an NMS (SNMP/web interface).

• Background: 1 to 3 years of experience in technical support, helpdesk, or field deployment within telecoms or IT networking.

Key Attributes for Our Team

• Clear Communicator: Ability to keep customers calm and informed during network incidents, while providing structured updates to internal teams.

• Process-Oriented: Disciplined about tracking ticket status, documenting resolutions, and ensuring no customer issue falls through the cracks.