Principal - Advanced Enterprise Product Support Engineer

T-Mobile; Overland Park (KS); On-site; USD 122,000 - 221,000; Full time

Job summary

An established industry player is seeking a Principal Support Engineer to enhance customer experience through technical leadership. This role involves diagnosing complex network and product issues, guiding teams, and collaborating with vendors. You'll play a crucial part in ensuring the reliability of wireless networks while supporting strategic business outcomes. The company fosters growth and diversity, offering a competitive compensation package, including health benefits and stock options. If you're passionate about telecommunications and ready to make an impact, this opportunity is for you!

Benefits

Health insurance

401(k)

Stock plans

Paid time off

Parental leave

Tuition assistance

Employee stock purchase plan

Financial coaching

Qualifications

• 7-10 years managing cross-functional engineering or support teams.
• Over 10 years developing troubleshooting protocols for various environments.
• Expertise in VoLTE, VoNR, and related voice technologies.

Responsibilities

• Diagnose and resolve complex network and product issues.
• Provide guidance as a technical leader within the Product organization.
• Collaborate with vendors to drive long-term improvements.

Skills

Technical leadership

Advanced problem-solving

Telecommunications systems knowledge

Vendor management

Cross-functional collaboration

Strategic thinking

Cellular infrastructure expertise

API knowledge (REST, SOAP)

Cellular roaming knowledge

Customer satisfaction focus

Education

Bachelor's Degree in Electrical Engineering

Master's or Advanced Degree

Tools

Flow/packet analysis tools

Hyperscaler cloud platforms

Job description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees receive competitive compensation and benefits, including a base salary, stock grants, employee stock purchase plan, 401(k), and access to financial coaching. We are committed to supporting our employees' growth and well-being, making us UNSTOPPABLE!

Job Overview

The Principal Support Engineer at T-Mobile plays a vital role in diagnosing and resolving complex network, platform, and product issues to improve customer experience. This technical leadership position involves guiding internal teams and external partners, reviewing product and solution designs, and ensuring the reliability of T-Mobile's wireless networks, including Voice, Data, Messaging, IoT, Satellite, and Mobile Internet. Collaboration with vendors and cross-functional teams is essential to drive improvements and support strategic business outcomes, especially for our business and government clients. The role significantly contributes to operational excellence and technological advancement, supporting the success of the TFB Product and positive customer experiences.

Job Responsibilities

1. Diagnose and resolve complex network, product, and system issues to enhance customer experience.
2. Serve as a technical leader within the Product organization, providing guidance and innovative solutions.
3. Review end-to-end product and solutions design and oversee operations acceptance.
4. Collaborate with vendors and cross-functional teams to drive long-term improvements.
5. Support strategic business outcomes through expert knowledge and leadership.

Education

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

Work Experience

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

Knowledge, Skills, and Abilities

• Technical leadership in managing teams and projects (Required)
• Advanced problem-solving skills (Required)
• Deep understanding of telecommunications systems (Required)
• Vendor management and negotiation skills (Required)
• Cross-functional collaboration skills (Required)
• Strategic thinking and analytics proficiency (Preferred)
• Expertise in cellular infrastructure, IP/backbone networks, security, signaling flows (Required)
• Working knowledge of hyperscaler cloud platforms (Required)
• API knowledge, including REST and SOAP, and troubleshooting skills (Required)
• Advanced knowledge of cellular roaming, protocols, and modules (Required)
• Experience with flow/packet analysis tools (Preferred)
• Expertise in VoLTE, VoNR, and related voice technologies (Required)
• Knowledge of cellular modules, protocols, SIM management, and IoT protocols (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.
• No travel required
• Not DOT regulated or safety sensitive

Compensation and Benefits

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

Our Culture

We support growth and diversity, fostering an inclusive environment. T-Mobile is an Equal Opportunity Employer, committed to non-discrimination and accommodation for individuals with disabilities. For accommodations, contact [e-mail] or call 1-844-873-9500.