Technical Support Engineer

    How You'll Help Us Connect the World: The DAS Technical Support Engineer will provide technical services, product support and assistance for Andrew’s DAS product lines to both internal and external customers during and post network deployment in EMEA/APAC. Support could be remote, on-site and via the phone. The technical support engineer will work with R&D, Quality and engineering teams to improve product reliability and supportability based on field performance and learnings from the field. This position will be reporting into Manager based in Madrid, Spain.   Duties & Responsibilities: Provide technical support to DAS internal (sales, project managers, business development and engineering) and external customers (Operators, Neutral Hosts). Own end to end issue resolution with 100% quality and urgency. Work to meet or beat scorecard performance targets and customer SLAs. Primary focus will be the DAS product family, including associated Antennas / RF Cables and Device Management Systems. Assist customers with installations and upgrades. Provide on-site support for highly visible projects, when needed, to troubleshoot issues which can’t be addressed remotely. Work with customers to isolate equipment failures in the field. Isolate the defect and assist customers to request replacement/repairs of failed equipment. Use Omni tracker tool to submit, update, track resolution of customer issues, create a documented closed loop for each customer issue/compliant. Work closely with R&D and PLM prior to new products or software becoming generally available and pre-test software and products in the technical support lab – be an extension of R&D engineering and test teams. Work with quality to open Z1 notifications for widespread or frequent issues. Collaborate with quality, manufacturing, PLM and R&D/Sustaining in RCA analysis. Participate in the DAS customer helpline pool to answer customer questions or resolve customer issues in real time. Be a customer advocate and work with R&D and quality to improve customer experience and ease of use for DAS products. Provide feedback on usability and robustness improvements. Open products tickets with PLM and R&D/Sustaining including proposed solutions. Turn every customer contact into a positive experience for the customer by meeting and beating customer’s support expectations. Works with the technical writers so that customers delivered documents are of highest quality and ease to use. Be key reviewers of all customer deliverable documents from PLM, design and technical writers. Up to 25% of travel expected Related Education & Experience: Bachelor’s in related curriculum such as Computer Science, Electronics & Communication, Information Science etc. w/ 2 Years of Related technical experience Master’s in related curriculum such as Computer Science, Electronics & Communication, Information Science etc. Skills Required: Include demonstrated competencies and physical, mental, & interpersonal skills. • LTE, UMTS, RF Engineering, RF Optimization, RF Network Planning, Troubleshooting, Debugging, MME, EPC, IOT, QXDM, TEMS, CCNA, Networking, Wireshark, 3GPP Standards, Linux, Oracle DBA, AWS Cloud Engineer with focus on communications technology and wireless technology. Key skills required are RF Engineering/Optimization/Planning, KPI analysis and Troubleshooting, System Debugging, AWS Cloud applications deployment and CISCO or equivalent networking certifications an asset. Proven record of technical learning ability. In depth knowledge of Wireless technologies and familiar with latest and upcoming Wireless trends. Demonstrated technical skills and ability to learn on the fly. Excellent technical trouble shooting skills needed. Functional/Technical skills and ability to work with ambiguity. Customer relations are essential – meeting and beating customer needs and expectations. Ability to work in cross-functional teams (technical support, R&D, quality). Excellent verbal and written communication skills, and ability to deal with customers with varied backgrounds. Team player and enjoy working in an international environment Ability to address questions/complaints with tact and proficiency