Bachelor's degree in Electrical Engineering, Computer Science, or related field
10+ years of relevant experience in technical support and issue management
Strong knowledge of broadband and residential gateway platforms
Experience with Open Software Development Platforms (prpl/RDK-B/OpenWRT)
Familiarity with Wi-Fi technologies (Wi-Fi 6/6E/7/8) and cellular technologies (4G LTE, 5G NR)
Proficient in TCP/IP networking and related protocols
Excellent communication skills for customer and team interactions
Responsibilities
Provide technical support for Fixed Wireless Access and broadband products
Analyze and troubleshoot hardware and software issues in various environments
Collaborate with Engineering and R&D for product enhancements
Investigate cellular connectivity and Wi-Fi performance issues
Manage the trouble ticket lifecycle from creation to resolution
Support software development lifecycle activities and Agile processes
Develop and maintain technical documentation and troubleshooting guides
Benefits
Opportunity to work with cutting-edge broadband technologies
Collaborative environment with cross-functional teams
Engagement in product development from pre-launch to deployment
Access to ongoing training and professional development
Flexible work arrangements and potential for remote work
Full Job Description
Job Description
[Key Roles & Responsibilities]
Technical Support & Issue Management
Provide technical support for the deployment, configuration, troubleshooting, and maintenance of Fixed Wireless Access (FWA), Broadband Gateway, Wi-Fi Router & Extenders, mesh systems, and network communication products.
Support customer evaluations, field trials, certifications, and new product introductions (NPI) during pre-launch and commercial deployment phases.
Analyze and troubleshoot hardware, software, firmware, RF, networking, and interoperability issues in customer and laboratory environments.
Collaborate with Engineering and R&D teams to drive root cause analysis, corrective actions, and product enhancements.
Investigate and resolve issues related to cellular connectivity, Wi-Fi performance, network routing, throughput, latency, device management, and service reliability.
Collect, analyze, and interpret logs, traces, performance metrics, and test results to identify and resolve technical problems efficiently.
Escalate critical customer issues and coordinate cross-functional teams to ensure timely resolution and customer satisfaction.
Support R&D teams in software integration, debugging, validation, and customer deployment activities across prpl OS, OpenWRT, RDK-B, and related broadband software platforms.
Manage the end-to-end trouble ticket lifecycle including creation, tracking, and following established escalation
Provide feedback from customer deployments to Product Management and R&D teams to improve product functionality, usability, and reliability.
Ensure products meet customer requirements, operator specifications, and industry standards for wireless and networking technologies.
Develop and maintain technical documentation, troubleshooting guides, FAQs, knowledge base articles, and test procedures.
Work closely with Sales and Business Development teams to provide technical expertise, customer presentations, product demonstrations, and solution recommendations.
Software Development & Quality Process Support
Support software development lifecycle activities including requirement review, feature integration, validation, defect management, and release readiness.
Collaborate with customer QA teams to review test plans, validation results, bug reports, and regression testing activities.
Assist with issue reproduction, log analysis, root cause investigation, and software debugging coordination.
Participate in Agile/Scrum development processes including sprint planning, backlog review, release planning, and issue prioritization discussions.
Monitor software quality metrics, project risks, and schedule dependencies and communicate potential concerns proactively.
Required Technical Knowledge
Broadband Gateway and Residential Gateway platforms
Well versed in Open Software Development Platforms (prpl/RDK-B/OpenWRT)
Fixed Wireless Access (FWA) and CPE technologies
Wi-Fi (Wi-Fi 6/6E/7/8), and PON (GPON/XGS-PON) technologies
