Broadband Support Engineer

Job Description:

• We seek a highly skilled and experienced Support professional with a proven track record in troubleshooting and configuring a wide range of network equipment in complex network environments.
• Possesses in-depth knowledge of routing protocols, network security, and industry best practices.
• Adept at quickly identifying and resolving network issues to ensure optimal network performance and uptime.
• This is an excellent career opportunity for a professional with an impressive support background and great interpersonal skills.
• Product evaluation, Testing and troubleshooting of future and planned features and products in the Home products area, including WiFi products and tools, smart home products, network performance measurement and improvement tools
• Provide clear technical resolutions and recommendations as applicable to alleviate customer issues and improve customer experience
• Converse with a data-first mentality while playing the customer s advocate
• Evaluate and recommend tools, technologies, and processes to ensure the highest quality product platform.
• Continuously learning best practices, industry landscapes, and emerging technologies, and applying them to develop innovative business solutions.
• Strong understanding of the in-home WiFi network protocols, technologies, challenges, and optimization opportunities
• Strong expertise in IP protocols, security protocols, router equipment ,and technologies
• Understanding/evaluating business needs and requirements to provide testing support, prototyping, and documenting results.
• Well-versed in 4G/5G Wireless Networks, possesses a thorough understanding of the architecture of RAN, small cell, RF, Core, spectrum, 5G NSA, with prior experience within the telecommunication/networking industry
• Hands-on experience with traffic packet capture tools and analysis thereof using Wireshark and tcpdump
• Preferred experience with WIFI analyzer tools: Hardware (NetAlly, Acrylic, etc.) and/or Software-based tools (iOS/Android WIFI Analyzers)
• Strong analytical and troubleshooting skills, with a focus onthe quality of service
• Strong team player, Excellent Interpersonal and Communication skills, Proficiency in English, Outgoing and extroverted, Self-motivated and independently driven.
• Tier1/Tier2/Tier-3 support, Core Customer Support experience for the resolution of issues, outages/service impairments
• Analyze logs from customer devices and equipment, including but not limited to Mobile devices/set-top boxes, router/extender equipment, to correlate and isolate issues
• Investigate Customer complaints, analyze suggestions. Provide on-the-spot solutions or offline solutions
• Proficient in Splunk & JIRA for the developer teams for resolution

Education:

• Bachelor's in Electrical Engineering, Computer Science, Math, Statistics, etc