Technical Solutions Engineer

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Job Overview
The Technical Solutions Engineering (TSE) role is a visionary, strategist, analytical thinker, customer evangelist, leader of execution, and professional relationship builder all rolled into a single dynamic package. They support the national footprint of Business and Government Accounts for escalations and information. The TSE additionally provides support by solutioning and evolving products and services to enhance the customer experience to keep on the edge of technology advances.

This role provides engineering level support by using the most sophisticated engineering diagnostic tools in combination with advanced knowledge and skills in networking, devices, RF, network components, configuration, protocol and compatibility. This includes the investigation and troubleshooting of chronic, complex, unresolved issues and/or overall product related troubles. These issues are complex in nature, often have global impacts to customers, are time sensitive, and escalated to the highest executive levels due to the revenue at risk for the largest business accounts at T-Mobile.

The TSE as a member of the Field Incident Response Engineering (F.I.R.E.) team is a critical component of the overall end-to-end process feedback loop, identifying and partnering with all teams involved to identify and execute process improvement opportunities.

Job Responsibilities:

Post-Sales Support for Strategic, Enterprise, Mid-Market, and State & Local Government
Engineering technical support to the TFB teams while deftly resolving concerns
oTechnical Escalations - Customer follow up and closure
oTroubleshooting - Technical voice and data product support
oSubject matter expert in all things T-Mobile (focus on wireless)
oDeep-rooted network knowledge is critical
Resolving customer concerns that extend beyond the normal channels
oEngineering experience to resolve highly complex concerns
oQueue management - Calls/email/IM/Conferences
oCustomers will rely heavily on the TSEs ability to move things forward
oBe a self-starter that has great execution skills with the ability to motivate others to progress the resolution with urgency
Verbal and Written Communication Skills are Critical
oAssist with updates to company knowledge base documents
oCorrespond with elite positions where superior written skills are necessary
oNeed to be comfortable with handling VIP clients and C-Level visibility
oAct as a liaison to the field and provide reoccurring updates on impacting topics and outages
oDepending on the topic, TSE will use email, conference calls, and other collaboration tools (Skype, Slack, WebEx, etc.)
Cross Functional Collaboration is key
oPlays Well with Others / Team Collaboration / Interpersonal Relationships
oWork closely with Network Engineering and partner teams to support network development efforts, evaluation, tests, and new product / service rollouts
oConsults product and back-office teams as needed on new, highly complex launches
oFeedback loop on emerging concerns and mitigation
Work in a fast-paced, high-intensity environment to deliver results for customers
oDe-escalation skills are critical
oExecutive presence
oBusiness Acumen is heavily leveraged
oPrioritizing and time management skills are a must, not negotiable
oSupport workstreams from all lines of the business while managing workload and updating stakeholders consistently

Partnering, Training and Projects
oProvide feedback to back-office teams and consult on additional trainings that may be necessary for the frontline
oCurate and deliver training to the field on impacting topics, services, tools, etc.
oWork with back-office teams to ensure processes and procedures are up to date in internal intranet (C2)
oContinuing education to stay up to date on technology advancements and new products

Education:

High School Diploma/GED (Required)

Associate's Degree STEM Program
College Degree and/or 2-Years relevant work experience (Preferred)

Work Experience:

4-7 years 4+ Years: Experience in Telecommunications, IT/Network Administration (Required)

4-7 years 4+ Years Experience involving network and application troubleshooting skills. Experience with layered communication protocols, system administration roles, enterprise security architectures and principles, IP and MPLS networks and Wi-Fi networks and design (Preferred)

Knowledge, Skills and Abilities:

WAN Experience in routing and switching, designing, building, and perfecting layer 2 and 3 networks and SD-WAN (Preferred)

Network Troubleshooting Network engineering roles with a professional record of successful technical leadership involving network and application troubleshooting skills. Strong technical background should include experience with layered communication protocols, system administration roles, enterprise security architectures and principles, IP and MPLS networks and Wi-Fi networks and design. (Preferred)

Valid driver's license and safe driving record (Preferred)

Communication Strong Verbal and Written (Required)

Proficient in Microsoft suite (Required)

Interpersonal Skills: Easy to collaborate with and take the lead as needed (Required)

Project Management Excellent organizational, communication, presentation, Execution, and multi-tasking skills (Required)

IP Working knowledge of IP (Required)

Problem Solving Logical thinking and adept troubleshooting skills (Required)

Licenses and Certifications:

Cisco CCNA, Cisco CCNP, Cisco CCENT, CompTIA A+, CompTIA Network+, CompTIA Security+, MCP, MCP+1, MCSE, WCNA, etc. (Preferred)

At least 18 years of age
Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Base Pay Range: $87,900 - $158,600

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, ;paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out ;br>
Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

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