N1-Tier 2 Lead Engineer
Samsung, United States
Job Description
If you have ambitions to be a part of a Best in Class organization, Samsung’s Wireless Networks team is the place to be! The role of the Wireless Networks Team is to support our carrier customers with innovative technology and market-leading products and solutions in areas like 5G. The dynamic culture at Samsung offers both great challenge and great reward. If you want to work among the very best talent in the industry, working on the most innovative products in the world, Samsung is the place to be.
Role and Responsibilities
Essential Skills, Duties and Responsibilities:
Responsible for leading a team of technical support engineer in support of cutting edge 4G and 5G network products
Ability to lead a 24x7 support team to maintain a high performing customer network
Strong customer focus
Strong communication and presentation skills
Lead calls with customers on technical discussions and ensuring issues are resolved to their satisfaction
Strong knowledge and experience with 4G / 5G 3GPP technologies
Good knowledge of RAN Element Management Systems (EMS) and protocols
Experience with management server installations in customer central offices
Knowledge of RET configurations
Provide 24/7 on-call support as needed for commercial network outages and network performance issues
Experience working with development teams to communicate customer enhancement requirements
Experience with wireless network architecture, protocols, RF optimization and standards
Knowledge of wireless network deployments, installation and commissioning
Be able to review various Engineering MOPs and identify missing steps or issues
Assist in resolution of high severity issues to meet SLA requirements 24x7Success Criteria:
Lead a team to support maintain a high performing network
Ability to provide in person and technical guidance to a team of engineers and customers
Once trained, provide effective support of EMS questions from the customer with minimal support from others on the support team
Other Skills:
Develop Root Cause Analysis (RCA) on outages or market performance issues (e.g., throughput, accessibility, sustainability, handovers (Intra/X2/S1), capacity and coverage)
Familiar with RLC/MAC layer, different types of control channel and traffic channels, network access procedures, power control, handover algorithms, QoS types, TDD/FDD modes, HARQ/ARQ concepts, etc.
Job Specification
Background / Experience Desired:
Senior level customer support experience with mobile wireless network carriers
Previous experience working with 4G / 5G wireless Network Management or Element Management Systems in an SME role
Previous experience working in a wireless field engineer with a Tier1 carrier
Previous experience in a support role with a leading network equipment manufacture
Skills and Qualifications
Education, Work experience and necessary Skills & Attributes:
BS EE or CS required (preferred MS ESS or CS) - with at least 5 years of telecom work experience
Good knowledge of wireless network architecture concepts especially in RAN domain
Good knowledge of UNIX/LINUX operating systems
Strong customer support experience
Good analytical skills to investigate and evaluate trending data for issue resolution
Ability to develop scripts and tools to aide with the reports generation and analysis will be a plus
Necessary Skills and attributes:
The ability to plan, organize and lead multiple projects, sales and simultaneous performance objectives. Work independently in determining team objectives and one personal work schedule to be productive. Work in a team environment, in order to achieve personal and team project milestones and to complete assignments within established time frames. Accept tasks and problems/situations that differ, requiring creativity to search for optimal solutions, when only broad and general guidelines exist for solving problems. The ability to utilize implied knowledge of task alternatives and to make spontaneous decisions using past experience and the guidance and/or successful experiences of others. Demonstrated ability to interact at multiple levels within customers organizations. Negotiate with and convince others, in a potentially adversarial environment, including customer directors, managers and staff with opposing views to accept/approve plans, technical and project recommendations. Make professional technical sales presentations in writing, through email, reports, or orally, to an audience of high technical skills, management and operational experience. Ability to achieve results within established time frames and requirements. Develop accurate proposals and designs to meet customer needs.