TAC Engineer-Wireless

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:

1. 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 (Factor's, 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 and licensed microwave technologies.

2. 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 switches/routers, power supplies, and surge protection units. Knowledge of outdoor tower/rooftop-based deployments is important.

3. 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.

4. 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.

5. 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.

6. Customer Service Skills:
The engineer should have strong customer service skills, including the ability to handle customer complaints and inquiries professionally and efficiently. Deliver high-quality technical assistance to customers via phone call, remote session, email, and chat support. Receive, investigate, resolve, track, or dispatch trouble tickets promptly.

Secondary Skills:

1. Networking Expertise:
The engineer should have strong technical skills and knowledge of L2/L3 switching and routing systems and technologies, including understanding of TCP windowing/handshake, UDP, VoIP/SIP and other packet protocols. Ability to analyse packet captures and use tools such as Ping, Traceroute, Wireshark is necessary.

2. Technical documentation:
The engineer should be able to create and maintain technical documentation, such as network diagrams, configuration files, and network topology maps.

3. Analytical Skills:
The engineer should have strong analytical skills to analyze data, identify trends, and make recommendations for improvements.

4. Collaboration Skills:
The engineer may work with a team of other technical professionals internally and externally, so strong collaboration skills are important.

3 to 8 years
of experience in outdoor fixed wireless technologies covering licensed and unlicensed PMP/PTP, 4G/5G RAN and related telecom technologies. Knowledge of RF fundamentals and concepts, outdoor wireless propagation, link budget, L2 and L3 protocol and security and, Quality of Service (QoS) networking preferred. Prior experience either as a Solution Architect or Network Design Engineer or Customer Success Engineer is preferred.

Education requirements for a Customer Success Engineer are a minimum bachelor's degree in computer science or a related field, along with relevant industry certifications, such as 4G/5G RAN, CCNP (routing and switching), and CWNE are preferred.