Sr Technical Solutions Engineer

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Job Overview
The Sr. Technical Solutions Engineer (Sr. 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 Sr. 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.

The Sr. TSE is quick to engage on the highest-level efforts and ensure the customer experience is top priority. The Senior TSE develops the org through sharing specialist skills / knowledge and provides input to the Learning and Development team and frontline management that raises frontline's technical acumen.

Acts as team Subject Matter Expert over cellular based technologies (Voice, Data, Messaging, Security, etc.). The Senior TSE evaluates new products and new processes to identify potential issues before they surface. The Senior TSE works with Enterprise, IT and Product to develop and deliver new troubleshooting tools and functionality.

The Senior TSE provides on-the-job-training to new TSEs and mentoring to TSEs. They are an extension of leadership, invested in the growth and success of the team.

Job Responsibilities:

• Post-Sales Support for Strategic, Enterprise, Mid-Market, and State & Local Government
  Provide advanced engineering assistance above and beyond general scope. In-depth working knowledge on our network technologies to provide elite technical support to the sales 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
  oSr TSEs take on the highest priority/visability efforts
  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
• Projects and Training
  oLead and develop the team as a mentor
  oProvide expert support in respective SME area
  oConsult on projects for enhancements, new product services, tools, etc
  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 and Work Experience:

• High School Diploma/GED (Required)
• Associate's Degree STEM Program
  College Degree and/or 2-Years relevant work experience (Required)
• 4-7 years 6+ Years: Experience in Telecommunications, IT Administration Required
• 4-7 years 6+ Years Network engineering roles with a professional track 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. Required

Knowledge, Skills and Abilities:

• WAN Experience in routing and switching, designing, building, and optimizing layer 2 and 3 networks and SD-WAN (Required)
• Network Troubleshooting Network engineering roles with a professional track 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. (Required)
• Leadership Experience leading, mentoring, or developing. Participated in a leadership development program (Required)
• Valid driver's license and good 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, and multi-tasking skills (Required)
• IP Working knowledge of IP (Required)
• Problem Solving Logical thinking and adept troubleshooting skills (Required)

Licenses and Certifications:

• Hold at least 2 certifications in:
  Cisco CCNA, Cisco CCNP, Cisco CCENT, CompTIA A+, CompTIA Network+, CompTIA Security+, MCP, MCP+1, MCSE, WCNA, etc. (Required)

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: $103,600 - $186,900

Corporate Bonus Target: 20%

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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