Job Description
[Key Roles & Responsibilities]
Technical Support & Issue Management
- Handle initial technical inquiries and FAQs; manage the end-to-end trouble ticket lifecycle including creation, tracking, and following established escalation processes.
- Support the setup, configuration, and maintenance of CPEs such as 5G FWA, RG, Wi-Fi Routers, Extenders, and Mesh systems.
- Utilize network analysis tools (e.g., Wireshark) to diagnose and resolve network faults.
- Propose solutions for unprecedented problems or unexpected situations by adapting established procedures to specific customer environments.
- Able to develop and implement test plans for CPE.
Technical Knowledge Application
- Apply foundational networking concepts (TCP/IP, DHCP, NAT, VLAN) to solve daily technical challenges.
- Maintain a solid understanding of 5G NR protocols, Wi-Fi 7/8, PON (GPON/XGS-PON), and DOCSIS basics.
- Strong understanding of Wi-Fi Router, Access Point and Mesh Network hardware architecture.
- Well versed in Open Software Development Platforms (prpl/RDK-B/OpenWRT)
- Identify process improvement areas by integrating best practices and understanding cross-discipline engineering procedures.
- Experience with AI technologies
Collaboration & Communication
- Communicate technical issues clearly to development teams for timely resolution and firmware updates.
- Share customer requirements and market feedback with Sales and Business Development (BD) teams to support product evolution.
- Translate complex technical information into clear, actionable insights for diverse stakeholders and provide informal guidance to junior team members.
[Qualifications & Level Expectations]
- Education: Bachelor’s degree in electrical engineering, Computer Science, or a related field.
- Execution: Familiar with engineering procedures follows prescribed guidelines to complete tasks while actively seeking coaching to expand technical and business knowledge.
- Accountability: Accountable for individual contributions and the high quality of first-level support provided to customers.
[Technical Requirements Summary]
- Wireless & Broadband: Foundational knowledge of Wi-Fi 7/8, 5G NR, PON, and DOCSIS architectures.
- Performance & Diagnostic Tools: Proficiency in using Iperf or IxChariot for network performance testing and Wireshark for packet analysis.
- Networking Protocol: Solid understanding of the TCP/IP stack and related network protocols.
- Documentation: Strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases.
- [Advanced Scope] Network/System Architecture knowledge.
Education
Bachelor
Work Experience
Language
Skills
Communication & Collaboration: Capable of effective communication with clients and internal teams to ensure smooth technical support., Customer Orientation: Centered on customer needs, providing high-quality technical support., Learning & Innovation: Continuously learning new technologies and applying them to technical support and problem-solving., Problem-Solving: Ability to quickly identify and resolve technical issues., Technical Proficiency: In-depth understanding of the technical principles and operational methods of network communication equipment.
