Technical Support Engineer

Socket.dev; Town of Florida (NY); Hybrid; USD 95,000 - 150,000; Full time

Job summary

INTRACOM TELECOM is seeking a Technical Support Engineer to support our packet microwave and mmWave radio systems across the USA. You will work on customer technical support and field deployment, including installation, commissioning, and troubleshooting through the product lifecycle.

You will travel to customer sites, supervise installation, train customer engineers, and collaborate with R&D to resolve complex issues. Proficiency in RF theory, Linux, SNMP, and network protocols is preferred.

Qualifications

• Bachelor’s or Associate degree in Telecommunications/Electrical Engineering/Physics.
• 8–10 years in technical support or field engineering roles installing, commissioning and troubleshooting RF systems.
• Hands-on experience with point-to-point microwave and/or point-to-multipoint radio systems.
• Strong knowledge of RF theory, link budget, antenna alignment, and adaptive modulation.
• Experience with Linux and L2/L3 networking and protocols (VLANs, routing, SNMP) for network element management.

Responsibilities

• Provide technical support for wireless systems, addressing customer inquiries and troubleshooting issues related to microwave (MW) and millimeter-wave (mmW) systems and related network protocols.
• Travel to customer sites to supervise the installation, alignment and commissioning of trial systems and train customer engineers to install and operate our wireless solutions.
• Manage computer systems and hardware, ensuring optimal performance and security through effective IT support and desktop support practices.
• Collaborate with internal engineering and R&D teams on escalations and product improvement to resolve complex technical challenges and enhance customer service experience.
• Liaise directly with customer engineering teams to communicate findings and resolutions and prepare technical documentation and reports using Microsoft Office and SQL.
• Investigating and resolving throughput and performance issues reported on deployed wireless links.

Skills

RF systems theory

L2/L3 networking

Linux

SQL

Troubleshooting

Education

Telecommunications/Electrical Engineering/Physics degree

Tools

Microsoft Office

SNMP

NMS/OSS familiarity

Job description

INTRACOM TELECOM is a global telecommunications systems and solutions vendor, recognized as a market leader for over 40 years. At the forefront of innovation in wireless access and transmission, we offer a competitive software portfolio alongside a comprehensive range of professional services across various market domains.

Our mission is to shape the future through technology, with human capital as the key driver of success in today's fast-paced business environment. Our highly skilled and experienced professionals are instrumental in achieving our ambitious objectives and enhancing our ability to serve customers effectively.

About the Role:
We are seeking a Technical Support Engineer to support our world-class packet microwave and millimeter-wave radio systems, used in front-haul and mobile backhaul transport of 3G/4G/5G networks, as well as in fixed wireless access broadband systems. You will work on both customer technical support and field implementation projects across USA. The successful candidate will work directly with hardware & software in both lab and customer-site environments, supporting link commissioning, network integration, and troubleshooting throughout the product lifecycle.

Responsibilities

• Provide technical support for wireless systems, addressing customer inquiries and troubleshooting issues related to microwave (MW) and millimeter-wave (mmW) systems and related network protocols
• Travel to customer sites to supervise the installation, alignment and commissioning of trial systems and train customer engineers to install and operate our wireless solutions
• Manage computer systems and hardware, ensuring optimal performance and security through effective IT support and desktop support practices
• Collaborate with internal engineering and R&D teams on escalations and product improvement to resolve complex technical challenges and enhance customer service experience
• Liaise directly with customer engineering teams to communicate findings and resolutions and prepare technical documentation and reports using Microsoft Office and SQL
• Investigating and resolving throughput and performance issues reported on deployed wireless links

• Associate or Bachelor’s degree in Telecommunications/Electrical Engineering/Physics
• Minimum 8-10 years of proven working experience in Technical Support or Field Engineer Roles directly involving the installation, commissioning, and troubleshooting of RF systems.
• Hands‑on experience with point-to-point microwave and/or point-to-multipoint radio systems is highly desirable.
• Solid working knowledge of RF systems theory, including link budget analysis, antenna alignment, and adaptive modulation behavior.
• Working knowledge of L2/L3 networking and protocols, including VLANs, routing, and SNMP, as applied to network element management and NMS/OSS.
• Working knowledge of Linux
• US work authorization and residency in the US required
• Availability to travel within USA

Desired Skills

• Experience in using network protocol analyzers and traffic generators
• Knowledge of SQL
• Knowledge of Network management protocols (SNMP)
• Physical layer diagnostic experience
• Experience with NMS/OSS systems for wireless or microwave equipment

Personal characteristics

• Strong problem-solving skills, creativity and attention to detail
• Results-oriented, able to articulate the reasoning behind decisions and trade-offs
• Flexible, with a strong desire to learn and accept new challenges
• Stress-tolerant, with ability to adapt to shifting priorities and schedules, able to develop, organize and manage multiple tasks
• Self‑motivated, with a sense of urgency to meet project goals and schedules while working with minimal supervision