Job details

Engineer II, Customer Support

Job Description:

The Parallel Wireless Professional Services (PS) organization is looking for a Customer Support Engineer to perform remote network monitoring and KPI reporting. The ideal candidate will possess technical experience in the Radio Access Network (RAN) of mobile phone service provider industry. As part of PW’s PS organization, this role would interface with PW’s service provider customers, as well as, PW Technical Support, Systems Engineering and Development Engineering teams.

Key Job Responsibilities

•Will be part of a 24x7 remote network monitoring team working on a rotating shift basis.

•Responsible for KPI and technical reporting for the Customer Support team.

•Collaborate with peer teams to identify their specific reporting requirements.

•Deliver daily, weekly and monthly reports to internal teams.

•Define and document methodologies and procedures for recurring reports.

•Implement automation's to reduce the report generation effort and to increase accuracy in the reporting results and information.

•Assist with the presentation and explaining technical analysis, KPIs, Statistics and Root Cause Analysis to customers for their production environment and mission critical systems.

•Understand system management on a wide range of network technologies including GSM, UMTS, LTE, 5G and proprietary systems.

•Perform first level technical support and analysis on issues found during network monitoring.

Job Requirements

•Minimum 3 to 5 years of hands-on technical support or similar experience in the Radio Access Network of the mobile phone industry.

•Direct experience presenting and explaining detailed KPIs and metrics to Customers and internal company teams.

•Strong interpersonal skills with the ability to cultivate a motivated and cohesive team environment.

•Must be able to work in 24x7 shift environment with a flexibility to work diverse schedule.

•Experience in RAN or RF Engineering a major plus.

•Experience in any one of the 5G, LTE, UMTS, GSM and other Radio Access Technologies.

•Experience with LAN/WAN, Routing protocols, TCP/IP, QoS, Tunneling and security protocols.

•Unix/Linux systems knowledge.

•Kubernetes, AWS, server virtualization and cloud experience a plus.

•Knowledgeable in wireless operator methods and practices.

•Strong written and verbal communications skills.

•Ability to understand technical issues.

•A team player who works well with shared responsibilities.

•Ability to adapt quickly to changing environments and manage parallel time-critical tasks.

•Good understanding of 3GPP standards.

•Experience with Excel or other statistical analysis tools.

•Ability to multi-task in a fast-paced environment.

Education

•Bachelor’s (B.E/B.Tech) or Master’s degree (M.E. or M.Tech.) in Electronics/Tele Communication/Computer Science Engineering; or equivalent training, education and experience.

Parallel Wireless Glassdoor Company Review

3.7

Parallel Wireless DE&I Review

No rating

CEO of Parallel Wireless

Steve Papa

Approve of CEO

Average salary estimate

$40000 / YEARLY (est.)

min

max

$30000K

$50000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Engineer II, Customer Support, Parallel Wireless

The Parallel Wireless team is on the lookout for a passionate Engineer II, Customer Support based in Pune who is ready to dive into a dynamic work environment. This role is pivotal in our Professional Services (PS) organization, where you’ll be at the forefront of remote network monitoring, ensuring our service provider customers experience top-notch network performance. Your days will consist of collaborating with various teams across the company, analyzing Key Performance Indicators (KPIs), and creating insightful technical reports. You will help us define and streamline methodologies to enhance reporting accuracy and efficiency while also addressing and communicating technical analyses effectively to our clients. Working in a 24x7 environment means you'll need to be flexible with your schedule, contributing to a team that thrives on collaboration and problem-solving. If you have hands-on experience in Radio Access Networks and a knack for interpreting data, this could be the perfect opportunity for you to grow your career while helping wireless operators optimize their systems. Embrace the chance to work with cutting-edge technologies like 5G, LTE, and more with Parallel Wireless, where innovation meets customer satisfaction!

Frequently Asked Questions (FAQs) for Engineer II, Customer Support Role at Parallel Wireless

What does an Engineer II, Customer Support do at Parallel Wireless?

An Engineer II, Customer Support at Parallel Wireless is primarily responsible for remote network monitoring and KPI reporting in the mobile phone service provider industry. This role involves collaborating with various departments to generate tailored reports, provide technical support, and present detailed analyses, ensuring a smooth customer experience.