Cambium Networks
3 weeks ago
Customer Success Engineer - Fixed Wireless
Location: Bengaluru, Karnataka / Global Services Customer Service
Employment Type: Full-Time / Hybrid
Cambium Networks delivers wireless communications that work for businesses, communities, and cities worldwide. Millions of our radios are deployed to connect people, places and things with a unified wireless fabric that spans multiple standards and frequencies of fixed wireless and Wi-Fi, all managed centrally via the cloud. Our multi-gigabit wireless fabric offers a compelling value proposition over traditional fiber and alternative wireless solutions. We work with our Cambium certified ConnectedPartners to deliver purpose-built networks for service provider, enterprise, industrial, and government connectivity solutions in urban, suburban, and rural environments, with wireless that just works.
A Fixed Wireless Customer Success Engineer is responsible for ensuring that T1/t2/T3 Service Provider customers have a positive experience with their outdoor Fixed Wireless Broadband Point-To-Multipoint (PMP) and Point-To-Point (PTP) deployments. They work to address customer issues, identify areas for improvement, and provide guidance and support to customers as needed. Here are some primary and secondary skills that are important for a Fixed Wireless Customer Success Engineer:
Primary Skills:
Fixed Wireless Access: The engineer should have strong technical skills and knowledge of outdoor PMP and PTP Licensed and Unlicensed Fixed Wireless Access systems. They should be familiar with RF fundamentals, Frequency capability, Channel Bandwidth, Modulation Schemes, Transmission Methods, Microwave propagation (Factors, LOS/nLOS/NLOS, Fresnel zone, FSPL, Fading). They should be familiar with the various standards, protocols, and technologies used in wireless networking, such as 3GPPP, IEEE, licensed microwave technologies.
Network design and configuration: The engineer should be able to design and configure outdoor fixed wireless networks that meet the customer's business requirements and align with industry best practices. This may involve conducting link budget planning, site surveys, selecting appropriate equipment, and configuring wireless network equipment, such as base stations/access points, CPE/Subscriber Modules and associated tower related equipment such as switched/routers, power supplies and surge protection units. Knowledge of outdoor tower/roof top-based deployments is important.
Security: The engineer should be knowledgeable in wireless security protocols and best practices. They should be able to configure and manage wireless security features such as authentication, encryption, and access control.
Troubleshooting: The engineer should be able to troubleshoot network issues and identify problems with the outdoor network infrastructure, including signal interference, device connectivity, and network performance. They should also be able to use network monitoring tools and protocols such as Wireshark and packet crafting to diagnose and resolve issues.
Communication skills: The engineer should have excellent communication skills, both verbal and written. They should be able to explain technical issues and solutions to non-technical customers and collaborate effectively with other internal teams, such as sales and product management.
Customer Service Skills: The engineer should have strong customer service skills, including the ability to handle customer complaints and inquiries professionally and provide high-quality technical assistance to customers via phone call, remote session, email, and chat support. They should receive, investigate, resolve, track, or dispatch trouble tickets in a timely manner.
Problem-Solving Skills: The engineer should be able to identify and solve complex technical issues and think creatively to find solutions to problems.
Attention to Detail: The engineer should have excellent attention to detail to ensure that they identify and address all issues and potential areas for improvement.
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