Technical Support Engineer

Technical Support Engineer – 4G/5G RAN (Tier 1/2)

Role Overview

As the first line of defense for our customers, you will handle incoming technical inquiries, perform initial triage, and resolve Tier 1/2 configuration and network management issues for our 4G eNodeB, 5G gNodeB, and NMS products. You will own the customer relationship during the early stages of troubleshooting and escalate complex software or hardware bugs to our core engineering team.

Key Responsibilities

• Triage & First Response: Own the support queue, acknowledge customer tickets within SLA windows, and gather crucial initial details (network topology, symptoms, software versions).
• Initial Troubleshooting: Diagnose common field issues such as configuration errors, basic NMS alarm states, power/cabling faults, and routing mismatches.
• Log Collection & Escalation: Use Linux CLI and NMS interfaces to collect system logs, diagnostic dumps, and Wireshark tr...