Senior TAC Engineer (Technical Assistance Center)

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We've grown into one of THE most recognized global brands. We consider ourselves "relentless pioneers" that push boundaries and defy barriers. The company pushes beyond the limits of today's technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA's ENERGY STAR Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.

People| Excellence | Change | Integrity | Co-Prosperity

Role and Responsibilities

Samsung Electronics America (SEA) is seeking a highly experience Senior TAC (Technical Assistance Center) Engineer. You will work in a 24 x 7 x 365 environment that provides technical support directly to Samsung's customers within the United States. This includes supporting hardware, software and Network Performance technical issues across a broad range within our product portfolio. This position requires the incumbent to be onsite out of our Plano, TX office with the ability to work remotely one day per week.

• Responsible for effectively handling Sev1/Sev2 outage with customer and internal teams and drive resolution within the defined SLA.
• Provide debug log and KPI analysis, check network configuration, and support customer as needed.
• Troubleshoot RAN / KPI / Transport issues.
• Review Engineering and Operational MOPs and provide feedback.
• Create and implement MOPS, knowledge-based articles and how-to procedures.
• Review Root Cause Analysis (RCA) on outages or market performance issues (e.g., throughput, accessibility, sustainability, handovers (Intra/X2/S1), capacity and coverage) with Tier-2/3.
• Manage the work flow in the ticketing system.
• Investigate and evaluate data trends for problem resolution.
• Provide guidance and support to customers at a satisfactory level through resolving their requests.
• Review, provide updates and resolutions on open tickets before escalation to a higher support tier.
• Meet ticket quality and productivity standards, while proactively identify issues in the network and take action to resolve/mitigate.
• Build strong relationship with higher support tier teams to gain knowledge and collaborate in order to gain expertise.
• Lead, mentor and train junior engineers on new project and/or processes, as needed.
• Assist in resolution of high severity issues to meet SLA requirements.
• Lead calls successfully with customers on technical discussions where there may be a difference in opinion.
• Assist the support teams with high severity events, ticket resolution and focused customer engagement to resolve issues.
• Contribute in the adaptation of tools for process improvement, automation, and increasing efficiencies.

Qualifications

• Bachelors in EE or CS or related field is required. Master's degree preferred.
• 6+ years minimum of telecom related work experience.
• Experience with Virtualized RAN Network and applications.
• Strong knowledge of wireless network architecture concepts especially in RAN domain.
• Working knowledge of MySQL databases.
• Experience with Unix Bash Shell Scripting and Perl/Expect Scripting.
• Strong customer support experience.
• Strong knowledge and experience with 4G / 5G 3GPP technologies.
• Knowledge of wireless network deployments, installation and commissioning process.
• Experience with wireless network architecture, protocols, RF optimization and standards.
• Strong communication (oral and written) and good presentation skills.
• Strong knowledge in LTE and 5G network architecture (RAN and CORE Network Elements) and IP network.
• Experience with wireless network architecture, protocols, RF optimization and standards.
• Senior level customer support experience with mobile wireless network carriers.
• Previous experience working with 4G / 5G wireless Network Systems in an SME role.
• Previous experience in a Senior or Lead support role with a leading network equipment manufacture.
• Ability and desire to cross train on different RAN Technologies.
• Must be flexible to work over time or cover other shifts on occasion (day, second or night shifts).

Preferred Qualifications:

• Experience with Samsung RAN products is a plus.
• Experience with use of AI to enhance productivity and efficiency preferred.
• Ability to write basic or advanced scripting in Unix, Python or other programming languages is a plus.

Skills and Qualifications

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