Sr. Engineer, Professional Services, Customer Support Job in Parallel Wireless Inc

What you will Do: Provide Level 2 escalation support to Parallel Wireless Level 1 technical support teams. Coordinate and prioritize customer issues with Parallel s Development Engineering teams to ensure they are addressing customers issues within Service Level Agreement time goals. Monitor and maintain Parallel Wireless products and solutions remotely at customer networks. Troubleshoot, identify and resolve complex customer issues for Parallel Wireless products and solutions. Proactively identify and troubleshoot hardware and software technical problems. Analyze system logs, KPIs, Stats, performance issues and the production environment for mission critical systems. Perform system analysis on a wide range of network technologies including 5G, 4G, 3G, 2G RAN and other proprietary systems. Author Root Cause Analysis (RCA) documents and present the analysis to customers. Work independently and skilled at knowing when to utilize additional resources and escalate. Key contributor to developing product requirements. Contribute to training programs for Parallel Wireless Level 1 & 2 technical support teams. What you Should Have Job Requirements Minimum 8 years of hands-on Technical Support Engineering experience in wireless industry. Hands on experience with installing and troubleshooting Mobile Wireless Access Networks and Wireless Network Technologies. Must be able to work in 24x7 on-call environment with a flexibility to work a diverse schedule. Expert knowledge in various protocols for interoperability, performance evaluation and troubleshooting the issues. Experience in Troubleshooting RF Issues. Ability to analyze and reproduce issues to provide detailed information to and engage in technical discussions with Research and Development (R&D) teams. Experience in any one of the 5G, LTE, UMTS, GSM and other Radio Access Technologies. Experience with LAN/WAN, Routing protocols, TCP/IP, QoS, Tunneling and security protocols. Strong Unix/Linux Systems Knowledge. Knowledgeable in wireless operator methods and practices. Expert written and communications skills. Established track record as a problem solver and effective team player Ability to adapt quickly to changing environments and manage parallel time-critical tasks Good understanding of 3GPP standards Ability to multi-task in a fast-paced environment Ability to Travel as needed