This role is essential for maintaining and improving the reliability of advanced wireless network products and services through expert technical support. It primarily involves diagnosing and resolving complex network, platform, and product issues to enhance customer experience. The role acts as a technical leader by providing guidance and innovative solutions to internal teams and external partners at a senior support level. Success is measured by the effectiveness of issue resolution, collaboration outcomes, and the operational stability of network products. The work directly impacts organizational performance and customer satisfaction by ensuring robust and reliable wireless communication services.
What You'll DoProduct Validation & Testing- Design and execute Business Value Testing (BVT) frameworks to validate IT enabling platform performance against defined KPIs; analyze results and deliver actionable recommendations
- Collaborate with Product Managers to define acceptance criteria and success benchmarks of new features and offerings
- Partner with IT, Vendor, and QA teams to triage issues surfaced during testing cycles and drive timely resolution
- Ensure enabling platform capabilities such as offers, ordering, billing, fulfillment, UI/UX experience are delivered with high quality and are compliant with product requirements across all business segments including SMB, Enterprise, FED/SLED
Advanced Product Support- Provide technical support across TFB business opportunities to ensure successful customer integration and implementation
- Analyze customer business needs and present tailored technical product proposals for integration with customer systems and equipment
- Resolve Tier 3 and above customer-impacting issues to maintain service reliability and customer satisfaction
- Assume the role of a TPM to ensure lifecycle management of issues/defects from identification to technical resolution and implementation in production for the fix
Education (Required)
- Bachelor's Degree plus 3 years of related work experience OR a combination of education and experience deemed equivalent
- Preferred areas of study: Electrical Engineering, Computer Science, Telecommunications, or related field
Experience (Preferred)
- 3–5 years leading ITIL Incident Management activities in a telecommunications environment
- 3–5 years managing cross-functional teams in engineering or product support roles
- More than 5 years developing and implementing troubleshooting protocols for wireless, wireline, satellite connectivity, and LAN/WAN environments
- More than 5 years' experience designing, implementing, and supporting cellular core and RAN networks, as well as wireline networks (i.e., MPLS, SDWAN)
Skills (Required)
- Change Management
- Cloud Technology
- Cross-Functional Project Management
- Customer Satisfaction
- Network Analytics
Skills
- Local Area Network (LAN)
- Multiprotocol Label Switching (MPLS)
- Network Connectivity
- Network Engineering
- Network Management
Total Target Cash Earnings Opportunity: $101,315 - $182,620
National Base Pay Range: $88,100 - $158,800
The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.
The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ374709¶dox=1
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.
At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out .
Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
