Senior Network Solutions Engineer - Escalations

T-Mobile US Inc.; Atlanta (GA); On-site; USD 88,000 - 159,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Paid time off

Paid holidays

Mobile service discounts

Job summary

T-Mobile US Inc. is seeking an engineering-level technical support professional for business and government accounts in the United States.

You will handle complex escalations, troubleshoot networking, device, and protocol issues, and coordinate with internal teams to ensure timely resolution and high customer satisfaction. The role emphasizes collaboration with network engineering and product teams, development of training for frontline staff, and ongoing improvement of technical documentation.

Qualifications

• Bachelor’s Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Computer Science, Engineering, Information Technology or related field (Preferred)
• 4-7 years 4+ Years: Experience in Telecommunications, IT/Network Administration (Preferred)
• 4-7 years 4+ Years Experience involving network and application troubleshooting skills. Experience with layered communication protocols, system administration roles, enterprise security architectures and principles, IP and MPLS networks and Wi-Fi networks and design (Preferred)

Responsibilities

• Provide engineering technical support to resolve complex escalations and technical issues for business and government accounts
• Manage communication and follow-up with customers and internal teams to ensure timely resolution of escalated concerns
• Collaborate with network engineering and product teams to support network development, testing, and new product rollouts
• Develop and deliver training and feedback to frontline teams to improve technical knowledge and customer support processes
• Maintain and update technical documentation and knowledge base resources to support consistent information sharing
• Also responsible for other duties/projects as assigned by business management as needed

Skills

Communication

Customer Problem Solving

Escalation Management

Networking Concepts

Project Management

Solution Architecture

Technical Presentations

Technical Support

Troubleshooting

Education

Bachelor’s Degree + 3 years

Advanced degree + 1 year

Related field: CS/Engineering/IT

Job description

T-Mobile US Inc. is seeking an engineering-level technical support professional for business and government accounts in the United States.

You will handle complex escalations, troubleshoot networking, device, and protocol issues, and coordinate with internal teams to ensure timely resolution and high customer satisfaction. The role emphasizes collaboration with network engineering and product teams, development of training for frontline staff, and ongoing improvement of technical documentation.