Technical Solutions Engineering Manager - Customer Success

T-Mobile US Inc.; Atlanta (GA); On-site; USD 113,000 - 204,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Paid time off and holidays

Money coaches

Job summary

T-Mobile USA, Inc. is seeking a leader for a team of Technical Solutions Engineers to ensure customer solutions align with business objectives and technical requirements.

You will coach for career growth, manage escalations, and collaborate with sales, engineering, and product teams to resolve issues and drive customer satisfaction. The role emphasizes industry knowledge, diagnostics for complex networked/wireless problems, and maintaining up-to-date processes.

Qualifications

• Bachelor’s Degree plus 3 years of related work experience or advanced degree with 1 year of related work experience or combination deemed equivalent.
• 4-7 years leading technical teams and functions (Preferred).
• 4-7 years working with diagnostics to correct complex networked and/or wireless system problems (Preferred).

Responsibilities

• Lead and develop a team of Technical Solutions Engineers to achieve performance goals and support career growth.
• Collaborate with internal stakeholders including sales, engineering, and product teams to resolve customer issues holistically.
• Manage escalation processes to ensure timely resolution of customer technical concerns with appropriate urgency.
• Maintain current knowledge of industry trends, products, and internal processes to enhance team effectiveness.
• Oversee departmental strategy and provide guidance to ensure alignment with customer business goals and satisfaction.

Skills

Communication

Customer Service

Escalation Management

Organizational Management

Performance Monitoring

Presentation Delivery

Product Knowledge

Root Cause Analysis

Technical Knowledge

Education

Bachelor’s Degree + 3 years experience

Advanced degree + 1 year experience

Equivalent combination of education and experience

4-7 years leading technical teams

4-7 years diagnosing networked/wireless issues

Job description

T-Mobile USA, Inc. is seeking a leader for a team of Technical Solutions Engineers to ensure customer solutions align with business objectives and technical requirements.

You will coach for career growth, manage escalations, and collaborate with sales, engineering, and product teams to resolve issues and drive customer satisfaction. The role emphasizes industry knowledge, diagnostics for complex networked/wireless problems, and maintaining up-to-date processes.