Wireless Customer Support Engineer

Tarana Wireless is looking for a high-energy, self-starter to join our Customer Engineering Support Team. The ideal candidate has a solid knowledge of wireless communications with solid experience in troubleshooting and cloud platforms. Join us in making our recently launched G1 platform a success across the globe!

Wireless Customer Support Engineer provides enterprise level support to our customers and partners with the install, integration and support of the Tarana wireless suite of wireless mobile solutions. This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management.

Customer Support Team:

• You will be part of a strong team of knowledgeable and committed wireless technical engineers
• You will be working closely with our engineer team in the job training and on-going learning and development
• We value our customer support role as it provides critical feedback and inputs to the product development and improvements based on customer interaction and tickets

Our Ideal Candidate:

• A high degree of analytical and problem-solving abilities
• Strives for excellence and is known for resourceful and savvy technical ability
• You possess excellent customer-relationship skills, responsiveness, sensitivity and diplomacy
• Comfortable working both independently and collaboratively
• Advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges

Job Responsibilities:

• Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue
• Assist customers with troubleshooting Tarana Wireless product and services performance and identify effective solutions to resolve issues
• Approach complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.
• Manage communications to customers at all levels to maintain positive relationships
• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects
• Develop service dashboards (Kibana/Grafana) proactively bring issues and problems to the attention of the team; generating, proposing, and implementing innovative solutions to solve issues
• Monitor cloud instances, fix issues, 1st line diagnostic support

Required Skills & Experience:

• B.S. in Computer Science or equivalent experience
• Wireless Technology (WIFI/ Cellular, Broadband) is required
• Solid understanding/experience of web services, databases, and relating infrastructure/architectures
• Experience with cloud platforms
• Excellent troubleshooting skills
• Creatively solve complex problems

Since our founding in 2009, we’ve been on a mission to accelerate the pace of bringing fast and affordable internet access — and all the benefits it provides — to the 90% of the world’s households who can’t get it. Through a decade of R&D and more than $400M of investment, we’ve created an entirely unique next-generation fixed wireless access technology, powering our first commercial platform, Gigabit 1 (G1). It delivers a game-changing advance in broadband economics in both mainstream and underserved markets, using either licensed or unlicensed spectrum. G1 started production in mid 2021 and has now been installed by over 160 service providers globally. We’re headquartered in Milpitas, California, with additional research and development in Pune, India.

G1 has been developed by an incredibly talented and pioneering core technical team. We are looking for more world-class problem solvers who can carry on our tradition of customer obsession and ground-breaking innovation. We’re well funded, growing incredibly quickly, maintaining a superb results-focused culture while we’re at it, and all grooving on the positive difference we are making for people all over the planet. If you want to help make a real difference in this world, apply now!

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