Customer Engineer / Senior Customer Engineer

WNC Corporation; Dallas (TX); Presencial; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

WNC Corporation is seeking a technically skilled professional for a hands-on Technical Support role focused on CPE devices, 5G FWA, and Wi-Fi networks. You will diagnose issues using Wireshark, perform testing, and optimize hardware/software QA processes.

Collaborate with development and sales teams to translate customer feedback into product improvements, ensure efficient ticket handling, and maintain clear documentation for internal knowledge bases.

Formación

• Bachelor's degree in a relevant engineering or CS field.
• Ability to document and communicate technical information clearly.
• Familiar with networking protocols and troubleshooting processes.

Responsabilidades

• Handle initial customer inquiries and FAQs; manage end-to-end ticket lifecycle with escalation as needed.
• Support setup, configuration, and maintenance of CPE devices (5G FWA, RG, Wi-Fi routers, extenders, mesh).
• Use Wireshark and other tools to diagnose and resolve network faults.
• Develop and implement test plans for CPEs and contribute to QA for hardware and software.
• Communicate issues clearly to development teams and share customer feedback with Sales/BD.

Conocimientos

Communication

Problem-Solving

Technical Proficiency

Customer Orientation

Learning & Innovation

Educación

Bachelor's degree in electrical engineering, Computer Science, or a related field

Herramientas

Iperf

IxChariot

Wireshark

OpenWrt/RDK-B

Descripción del empleo

We are a leading company in the wireless broadband communications industry looking for talented professionals with a winning attitude.

Job Description

Roles & Responsibilities

Technical Support & Issue Management

• Handle initial technical inquiries and FAQs; manage the end-to-end trouble ticket lifecycle including creation, tracking, and following established escalation processes.
• Support the setup, configuration, and maintenance of CPEs such as 5G FWA, RG, Wi-Fi Routers, Extenders, and Mesh systems.
• Utilize network analysis tools (e.g., Wireshark) to diagnose and resolve network faults.
• Propose solutions for unprecedented problems or unexpected situations by adapting established procedures to specific customer environments.
• Able to develop and implement test plans for CPE
• Strong background in Quality Assurance for both Hardware and Software
  • Software Background would include understanding how to test and validation CPE (Customer Premise Equipment) including Fiber, DOCSIS and WLAN connected devices
  • Hardware Background with background in Failure Analysis with a primary goal to be able to diagnose returned, field-failed, or prototype CPE devices to determine how and why they failed (component burn-out, solder joint cracking, thermal stress, ESD damage, or software/firmware crash).

Technical Knowledge Application

• Apply foundational networking concepts (TCP/IP, DHCP, NAT, VLAN) to solve daily technical challenges.
• Maintain a solid understanding of 5G NR protocols, Wi-Fi 7/8, PON (GPON/XGS-PON), and DOCSIS basics.
• Strong understanding of Wi-Fi Router, Access Point and Mesh Network hardware architecture
• Well versed in Open Software Development Platforms (prpl/RDK-B/OpenWRT)
• Strong Hardware Background in Embedded Systems (Residential GW, WiFi, Qualcomm, Broadcom, MediaTek, Maxlinear, etc.)
• Identify process improvement areas by integrating best practices and understanding cross-discipline engineering procedures.

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.

Qualifications & Level Expectations

• Education: Bachelor’s degree in electrical engineering, Computer Science, or a related field.
• Execution: Familiar with engineering procedures follows prescribed guidelines to complete tasks while actively seeking coaching to expand technical and business knowledge.
• Accountability: Accountable for individual contributions and the high quality of first-level support provided to customers.

Technical Requirements Summary

• Wireless & Broadband: Foundational knowledge of Wi-Fi 7/8, 5G NR, PON, and DOCSIS architectures.
• Performance & Diagnostic Tools: Proficiency in using Iperf or IxChariot for network performance testing and Wireshark for packet analysis.
• Networking Protocol: Solid understanding of the TCP/IP stack and related network protocols.
• Documentation: Strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases.

Education

Bachelor

Work Experience

Language

Skills

Communication & Collaboration: Capable of effective communication with clients and internal teams to ensure smooth technical support., Customer Orientation: Centered on customer needs, providing high-quality technical support., Learning & Innovation: Continuously learning new technologies and applying them to technical support and problem-solving., Problem-Solving: Ability to quickly identify and resolve technical issues., Technical Proficiency: In-depth understanding of the technical principles and operational methods of network communication equipment.