Principal - Advanced Enterprise Product Support Engineer

T-Mobile; Bellevue (WA); On-site; USD 122,000 - 221,000; Full time

Job summary

An established industry player is seeking a Principal Support Engineer to enhance customer experiences through advanced technical expertise. This pivotal role involves diagnosing complex network issues and leading product design reviews. Collaborating with internal teams and external partners, you will drive strategic improvements and operational excellence. The ideal candidate will possess extensive experience in telecommunications systems and a strong focus on customer satisfaction. Join a dynamic team that values growth, innovation, and inclusivity, and make a significant impact on the future of connectivity.

Benefits

401(k)

Employee stock purchase plan

Free financial coaching

Medical benefits

Dental benefits

Vision benefits

Paid time off

Parental leave

Tuition assistance

Insurance options

Qualifications

• 7-10 years leading ITIL Incident Management activities in telecommunications.
• Over 10 years developing troubleshooting protocols for various environments.

Responsibilities

• Diagnoses and resolves complex network, product, and system issues.
• Collaborates with vendors and cross-functional teams for improvements.

Skills

Technical leadership

Advanced problem-solving

Telecommunications systems knowledge

Vendor management

Cross-functional collaboration

Data analysis proficiency

Change management

Customer satisfaction focus

Education

Bachelor's Degree in Electrical Engineering

Master's Degree in Electrical Engineering

Tools

Flow/packet analysis tools

API knowledge (REST, SOAP)

Job description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees receive the same big love we give our customers. All team members get a competitive base salary and compensation package—this is Total Rewards. Employees enjoy wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round financial coaching. That’s how we’re UNSTOPPABLE for our employees!

Job Overview

The Principal Support Engineer at T-Mobile is a critical role involving advanced technical expertise in diagnosing and resolving complex network, platform, and product issues to enhance customer experience. This position serves as a technical leader within the Product organization, acting at a tier 4+ level contact, providing guidance and innovative solutions to internal teams and external partners to resolve customer issues. Responsibilities include end-to-end product and solutions design review and operations acceptance, ensuring the robustness and reliability of T-Mobile's Voice, Data, Messaging, IoT, Satellite, and Mobile Internet wireless networks. The role requires collaboration with vendors and cross-functional teams to drive improvements and support strategic business outcomes for our customers. Through expert knowledge and leadership, the Principal Support Engineer contributes to operational excellence and technological advancement, supporting T-Mobile's product success and positive customer experiences.

Job Responsibilities

1. Diagnoses and resolves complex network, product, and system issues to improve customer experience.
2. Serves as a technical leader within the Product organization, collaborating with MTSs, providing guidance and innovative solutions.
3. Reviews product and solutions design and oversees operations acceptance.
4. Collaborates with vendors and cross-functional teams to implement long-term improvements.
5. Supports strategic business outcomes through expert-level knowledge and leadership.

Education

• Bachelor's Degree in Electrical Engineering, Computer Science, or Telecommunications (Required)
• Master's/Advanced Degree in Electrical Engineering, Computer Science, or Telecommunications (Preferred)

Work Experience

• 7-10 years leading ITIL Incident Management activities in telecommunications (Preferred)
• 7-10 years managing cross-functional engineering or support teams (Required)
• Over 10 years developing troubleshooting protocols for wireless, wireline, satellite, LAN/WAN environments (Required)
• Over 10 years designing and supporting cellular core and RAN networks, wireline networks (Required)

Knowledge, Skills, and Abilities

• Technical leadership in managing teams and projects (Required)
• Advanced problem-solving skills (Required)
• Deep understanding of telecommunications systems including Voice, Data, Messaging, IoT, Satellite, and Mobile Internet (Required)
• Vendor management and negotiation skills (Required)
• Strong cross-functional collaboration abilities (Required)
• Strategic thinking (Preferred)
• Data analysis proficiency (Preferred)
• Expertise in cellular infrastructure, IP/backbone networks, routing protocols, QoS, security principles, cellular signaling flows (Required)
• Working knowledge of hyperscaler cloud infrastructure (Required)
• API knowledge, including REST and SOAP, and troubleshooting (Required)
• Advanced knowledge of cellular roaming, protocols, and modules (Required)
• Experience with flow/packet analysis tools (Preferred)
• Expertise in VoLTE and VoNR technologies (Required)
• Knowledge of cellular modules, protocols, and IoT cellular infrastructure (Required)
• Change management skills (Preferred)
• Customer satisfaction focus (Required)

Licenses and Certifications

• CISSP, CCNP, PMP, ITIL Expert (All Preferred)

Additional Requirements

• At least 18 years old
• Legally authorized to work in the U.S.

Travel

Travel Required: No

DOT Regulations

Position is not DOT regulated or safety-sensitive.

Compensation and Benefits

The pay range is $122,400 - $220,800, plus a 20% bonus target. Actual pay depends on location, qualifications, and experience. Benefits include medical, dental, vision, 401(k), stock plans, paid time off, parental leave, family benefits, tuition assistance, disability, insurance options, discounts, and more. For details, visit www.t-mobilebenefits.com.

Growth and Culture

We promote growth and a dynamic career environment, emphasizing our values and collective drive. Join us and be unstoppable!

Equal Opportunity Employment

T-Mobile is an Equal Opportunity Employer. We value diversity and inclusion. Reasonable accommodations are available for applicants with disabilities. Contact: [e-mail] or 1-844-873-9500.