Senior Customer Engineer

WNC Corp.; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

WNC Corp. is seeking a Senior Customer Engineer in Dallas, TX to provide technical support, manage issues, and maintain customer satisfaction. Applicants should have a Bachelor's degree in electrical engineering or related fields and strong knowledge in network troubleshooting with Wireshark.

The role includes supporting CPE configuration and collaboration with engineering for efficient solutions. WNC Corp. values teamwork and a commitment to customer needs in delivering high-quality technical support.

Qualifications

• Knowledge of foundational networking concepts like TCP/IP, DHCP, NAT, VLAN.
• Experience with AI technologies and 5G NR protocols.
• Strong understanding of Wi-Fi Router, Access Point, and Mesh Network hardware architectures.

Responsibilities

• Handle initial technical inquiries and manage end-to-end trouble ticket lifecycle.
• Support setup and maintenance of CPEs such as 5G FWA and Wi-Fi Routers.
• Communicate technical issues to development teams for resolution.

Skills

Technical Support

Network Analysis

Collaboration

Problem-Solving

Communication

Education

Bachelor’s degree in electrical engineering or Computer Science

Tools

Wireshark

Iperf

Job description

## REQ\_260611491 Senior Customer Engineer應徵locations: 4144 N. Central Expressway Suite 115, Dallas, TX 75204, U.S.A.time type: Full timeposted on: 今天刊登job requisition id: REQ\_260611491*尖端寬頻無線通訊的領導者 邀請您加入共創無限的啟碁。***工作內容說明****[Key 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.**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)* Identify process improvement areas by integrating best practices and understanding cross-discipline engineering procedures.* Experience with AI technologies**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.* [Advanced Scope] Network/System Architecture knowledge.**教育程度**大學**工作經驗****語言****技能**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.### 關於啓碁啓碁科技創立於1996年,專精於通訊產品的設計、研發與製造,提供RF天線設計、軟硬體設計、機構設計、系統整合、介面開發、產品測試與認證等完整的技術支援。全球總部位於台灣新竹科學園區,在美國、英國、德國、日本、中國與越南等地均設有服務或製造據點,提供全方位解決方案與在地服務支援。 為滿足客戶多元技術整合產品之需求,啓碁提供涵蓋短/中/長全距離通訊技術服務,跨足消費性、企業級、工規與車用解決方案,並在5G邊緣端基礎設施、衛星寬頻、衛星廣播、企業網通、Wi-Fi設備、車用連網和智慧家庭等領域深耕多年。並憑藉其在天線/RF設計和系統整合的專業能力,成為網通設備品牌商、tier-1電信業者、車廠和車用電子產品公司的重要供應商。### 加入啓碁啓碁以「崇本務實、團隊合作、以客為尊、創造價值」 作為核心價值,長期深耕下來,奠定了優質的企業文化基礎。我們擁有完善的人才培育體系,透過人才數位轉型、員工學習與發展、人才招募薪酬策略及友善工作環境等面向的結合,創造員工在此工作的美好體驗。除此之外,亦持續推動富有「成長、共好」 精神的「學習型組織」,在這邊,你將能擁有豐沛的資源,提升跨界專業力,擁抱學習與成長,為職涯開展出無限的可能性!身處於這個萬物互聯、網網相連的時代,啓碁的願景是: 「成為卓越的無線通訊與通訊網路技術整合的領先者」,竭誠歡迎你成為我們的夥伴,共同為環境、社會與人類,創造更正向的連結、互動與發展,一起為社會永續的真善美努力!