Engineer III, Services
Bangalore, Karnataka, India
3d ago

General Summary

We are looking for a Platform Engineer, specialized in board bring up, Linux / RT Kernel, device drivers, and networking areas.

Position Title : Engineer III, Services

The Small Cells technical support engineer will provide technical services, product support, and assistance for Commscope CBRS and ONE CELL product lines to both internal and external customers during and post network deployment.

Support could be remote, on-site, and via the phone. The technical support engineer will work with R&D, Quality, and engineering teams to improve product reliability and supportability based on-field performance and findings from the field.

This position will be reporting to a Manager based in Richardson, TX in the US.

Duties & Responsibilities :

  • Provide technical support to CBRS and ONE CELL internal (sales, project managers, business development, and engineering) and external customers (Operators, Neutral Hosts).
  • Own end-to-end issue resolution with 100% quality and vitality. Work to meet or beat scorecard performance targets and customer SLAs.

  • The primary focus will be the CBRS and OneCell product family, including associated Ruckus or Cisco switches and Device Management Systems.
  • Assist customers with installations and upgrades. Provide on-site support for highly visible projects, when needed, to troubleshoot issues that can’t be addressed remotely.
  • Work with customers to isolate equipment failures in the field. Isolate the defect, and assist the customer to request replacement / repairs of failed equipment.
  • Use Omni tracker tool to submit, update, track resolution of customer issues, create a documented closed loop for each customer issue / compliant.
  • Work closely with R&D and PLM prior to new products or software becoming generally available and pre-test software and products in the technical support lab be an extension of R&D engineering and test teams.
  • Work with quality to open Z1 notifications for widespread or frequent issues. Collaborate with quality, manufacturing, PLM, and R&D / Sustaining in RCA analysis.
  • Participate in the ONE CELL customer helpline pool to answer customer questions or resolve customer issues in real-time.
  • Be a customer advocate and work with R&D and quality to improve customer experience and ease of use for CBRS and ONE CELL products.
  • Provide feedback on usability and robustness improvements. Open products tickets with PLM and R&D / Sustaining including proposed solutions.

  • Turn every customer contact into a positive experience for the customer by meeting and beating the customer’s support expectations.
  • Works with the technical writers so that customer-delivered documents are of the highest quality and easy to use. Be key reviewers of all customer result documents from PLM, design, and technical writers.
  • Up to 25% travel expected
  • Related education & experience :

    Bachelor’s in the related curriculum such as Computer Science, Electronics & Communication, Information Science, etc w / 5 Years of Related technical experience

    Master’s in the related curriculum such as Computer Science, Electronics & Communication, Information Science, etc w / 2 Years of Related technical experience

  • LTE, UMTS, RF Engineering, RF Optimization, RF Network Planning, Troubleshooting, Debugging, MME, EPC, IoT, QXDM, TEMS, CCNA, Networking, Wireshark, 3GPP Standards, Linux, Oracle DBA, AWS Cloud
  • Hands-on experience of Ruckus Switching / Networking.
  • Engineer with a focus on communications technology and wireless technology. Key skills required are RF Engineering / Optimization / Planning, important metric analysis and Troubleshooting, System Debugging,
  • AWS Cloud applications deployment and CISCO or equivalent networking certifications an assets.
  • Proven record of technical learning ability. In-depth knowledge of Wireless technologies and familiarity with the latest and upcoming Wireless trends.
  • Proven technical skills and ability to learn on the fly. Excellent technical troubleshooting skills are needed.
  • Functional / Technical skills and ability to work with ambiguity.
  • Customer relations are crucial meeting and beating customer needs and expectations.
  • Ability to work in multi-functional teams (technical support, R&D, quality).
  • Excellent verbal and written communication skills, and ability to deal with customers with varied backgrounds.
  • Teammate and enjoy working in an international environment
  • Ability to address questions / complaints with tact and proficient
  • ONECELL® enables mobile network operators to meet the growing demand for reliable LTE service where it matters most indoors and easily transition to 5G services when they’re ready.

    The innovative cloud-RAN small cell architecture builds a single intelligent super cell inside commercial buildings and public spaces.

    No individual cell borders mean no handovers or interference, just high-capacity, ultra-low latency performance, deployed over standard Ethernet LANs.

    Wireless operators can meet the soaring demand for mobile data now and in the future while offloading traffic from their macro networks.

    For enterprises, this translates to robust LTE and 5G deployed on standard IT infrastructure.

    The employees working in our Venue and Campus Networks business rethink the purpose, and use of networks. From 5G to outstanding fiber infrastructure to all-digital distributed antenna systems (DAS) and Ruckus Wi-Fi across major airports, railways, schools, hospitals, metros, bridges, tunnels, and sports arenas our employees are innovating, and connecting the world’s largest, tallest and most difficult-to-cover venues.

    If you want to grow your career alongside forward-thinking, hard-working, and caring people who strive to build what's next .

  • come connect to your future at CommScope. Come be a part of our success story!
  • Commscope is an Equal Opportunity Employer.

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