Sr. Technical Support Engineer (Tech-0811)

Job Description:

Responsible for meeting customers’ upper-level needs for technical support with the deployment, administration, and maintenance of wireless carrier networks.

Job summary and responsibilities:

  • Interact with lower-level Technical Support Engineers on escalated customer issues, and with software and hardware engineers in the development team. 
  • Investigate and resolve customer reported problems, analyze issue trends, and provide recommendations on defect resolutions and product improvements to development and product management teams.
  • Review scenarios, configuration, logs and traces; and recreate issues and test candidate solutions in a lab environment. 
  • Primary technical resource for the field sales and sales engineer (SE) force. 
  • Drive the technology evaluation stage of the sales process, working in conjunction with the SE team as the key technical advisor and advocate within SpiderCloud Wireless.

Requirements:

  • Bachelor’s degree or equivalent in Electrical Engineering, Computer Science, Computer Engineering, Information Technology or related field.
  • 5 years of progressive experience in the job offered, defined as technical support in the wireless industry or 5 years of progressive experience in software development or testing in the wireless, telecommunication, or WLAN industry, or a combination of these occupations or industries.
  • Alternative Qualifications: In lieu of a Bachelor’s degree or equivalent and 5 years of progressive experience employer will accept a Master’s degree or equivalent in Electrical Engineering, Computer Science, Computer Engineering, Information Technology or related field and 2 years of experience in the job offered, defined as technical support in the wireless industry or 2 years of experience in software development or testing in the wireless, telecommunication, or WLAN industry, or a combination of these occupations or industries.
  • Work experience to include:
    1) 5 years of experience (2 years with a Master’s degree) with wireless technology (UMTS, LTE, or WiFi protocol, including small cells and 3GPP) or IP networking and routing;
    2) 3 years of hands-on experience (2 years with a Master’s degree) leading interoperability testing (IOT) with vendors and carriers, software release qualification, and product acceptance testing;
    3) 3 years of experience (2 years with a Master’s degree) with wireless testing and debugging tools including QxDM (Qualcomm EXtensible Diagnostic Monitor) or TEMS (TEst Mobile System);
    4) 2 years of experience driving the resolution of customer and field issues, including review of debug logs, diagnostic steps, and identification of root cause;
    5) 2 years of experience working with cross-functional teams.

Any and all experience may be gained concurrently.

Position requires 10% travel (5% domestic and 5% international); Travel expenses paid by employer.

Location: Milpitas, CA

Two open positions. Positions eligible for employer referral pursuant to company guidelines.

To apply for this position, please email your resume to: careers@spidercloud.com and include reference to Job # Tech-0811, or mail your resume to SpiderCloud Wireless, Inc., Attn: HR Dept., Job #Tech-0811, 475 Sycamore Drive, Milpitas, CA 95035.