Senior Customer Engineer

WNC Corporation; Dallas (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

WNC Corporation is looking for a Technical Support Specialist in Dallas, Texas. This role involves managing technical inquiries and supporting CPE setup, with a focus on network analysis and fault resolution.

The ideal candidate should have a Bachelor's degree in electrical engineering or Computer Science, and must demonstrate strong technical knowledge, problem-solving abilities, and excellent communication skills. Experience with 5G technologies and Wi-Fi systems is essential.

Qualifications

• Familiar with TCP/IP, DHCP, NAT, VLAN.
• Strong understanding of Wi-Fi Router, Access Point and Mesh Network hardware.
• Experience with AI technologies.

Responsibilities

• Handle initial technical inquiries and manage the trouble ticket lifecycle.
• Support setup and maintenance of CPE devices.
• Communicate technical issues clearly to development teams.

Skills

Communication & Collaboration

Customer Orientation

Learning & Innovation

Problem-Solving

Technical Proficiency

Education

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

Tools

Wireshark

Iperf

IxChariot

Job description

Job Description

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.

Education

Bachelor

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.