Sr Technical Solutions Engineer
Sr Technical Solutions Engineer
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$ 103600 - 186900
1 Vacancy
Job Description
At T-Mobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!
Job OverviewThe Sr. Technical Solutions Engineer (Sr. TSE) role is a visionary strategist analytical thinker customer evangelist leader of execution and professional relationship builder all rolled into a single dynamic package. They support the national footprint of Business and Government Accounts for escalations and information. The TSE additionally provides support by solutioning and evolving products and services to enhance the customer experience to keep on the edge of technology advances.
This role provides engineering level support by using the most sophisticated engineering diagnostic tools in combination with advanced knowledge and skills in networking devices RF network components configuration protocol and compatibility. This includes the investigation and troubleshooting of chronic complex unresolved issues and/or overall product related troubles. These issues are complex in nature often have global impacts to customers are time sensitive and escalated to the highest executive levels due to the revenue at risk for the largest business accounts at T-Mobile.
The Sr. TSE as a member of the Field Incident Response Engineering (F.I.R.E.) team is a critical component of the overall end-to-end process feedback loop identifying and partnering with all teams involved to identify and execute process improvement opportunities.
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The Sr. TSE is quick to engage on the highest-level efforts and ensure the customer experience is top priority. The Senior TSE develops the org through sharing specialist skills / knowledge and provides input to the Learning and Development team and frontline management that raises frontlines technical acumen.
Acts as team Subject Matter Expert over cellular based technologies (Voice Data Messaging Security etc.). The Senior TSE evaluates new products and new processes to identify potential issues before they surface. The Senior TSE works with Enterprise IT and Product to develop and deliver new troubleshooting tools and functionality.
The Senior TSE provides on-the-job-training to new TSEs and mentoring to TSEs. They are an extension of leadership invested in the growth and success of the team.Job Responsibilities:
- Post-Sales Support for Strategic Enterprise Mid-Market and State & Local Government Provide advanced engineering assistance above and beyond general scope. In-depth working knowledge on our network technologies to provide elite technical support to the sales teams while deftly resolving concernsoTechnical Escalations - Customer follow up and closure oTroubleshooting - Technical voice and data product support oSubject matter expert in all things T-Mobile (focus on wireless) oDeep-rooted network knowledge is critical Resolving customer concerns that extend beyond the normal channelsoEngineering experience to resolve highly complex concerns oQueue management - Calls/email/IM/ConferencesoCustomers will rely heavily on the TSEs ability to move things forwardoBe a self-starter that has great execution skills with the ability to motivate others to progress the resolution with urgency Verbal and Written Communication Skills are CriticaloAssist with updates to company knowledge base documents oCorrespond with elite positions where superior written skills are necessary oNeed to be comfortable with handling VIP clients and C-Level visibilityoAct as a liaison to the field and provide reoccurring updates on impacting topics and outages oDepending on the topic TSE will use email conference calls and other collaboration tools (Skype Slack WebEx etc.) Cross Functional Collaboration is keyoPlays Well with Others / Team Collaboration / Interpersonal Relationships oWork closely with Network Engineering and partner teams to support network development efforts evaluation tests and new product / service rolloutsoConsults Product and back-office teams as needed on new highly complex launchesoFeedback loop on emerging concerns and mitigation Work in a fast-paced high-intensity environment to deliver results for customersoSr TSEs take on the highest priority/visability efforts oDe-escalation skills are critical oExecutive presence oBusiness Acumen is heavily leveraged oPrioritizing and time management skills are a must not negotiable oSupport workstreams from all lines of the business while managing workload and updating stakeholders consistently
- Projects and Training oLead and develop the team as a mentor oProvide expert support in respective SME area oConsult on projects for enhancements new product services tools etcoCurate and deliver training to the field on impacting topics services tools etc. oWork with back-office teams to ensure processes and procedures are up to date in internal intranet (C2)oContinuing education to stay up to date on technology advancements and new products
- High School Diploma/GED (Required)
- Associates Degree STEM Program College Degree and/or 2-Years relevant work experience (Required)
- 4-7 years 6 Years: Experience in Telecommunications IT Administration Required
- 4-7 years 6 Years Network engineering roles with a professional track record of successful technical leadership involving network and application troubleshooting skills. Strong technical background should include experience with layered communication protocols system administration roles enterprise security architectures and principles IP and MPLS networks and Wi-Fi networks and design. Required
- WAN Experience in routing and switching designing building and optimizing layer 2 and 3 networks and SD-WAN (Required)
- Network Troubleshooting Network engineering roles with a professional track record of successful technical leadership involving network and application troubleshooting skills. Strong technical background should include experience with layered communication protocols system administration roles enterprise security architectures and principles IP and MPLS networks and Wi-Fi networks and design. (Required)
- Leadership Experience leading mentoring or developing. Participated in a leadership development program (Required)
- Valid drivers license and good driving record (Preferred)
- Communication Strong Verbal and Written (Required)
- Proficient in Microsoft suite (Required)
- Interpersonal Skills: Easy to collaborate with and take the lead as needed (Required)
- Project Management Excellent organizational communication presentation and multi-tasking skills (Required)
- IP Working knowledge of IP (Required)
- Problem Solving Logical thinking and adept troubleshooting skills (Required)
- Hold at least 2 certifications in: Cisco CCNA Cisco CCNP Cisco CCENT CompTIA A CompTIA Network CompTIA Security MCP MCP1 MCSE WCNA etc. (Required)
Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
Base Pay Range: $103600 - $186900Corporate Bonus Target: 20%
The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.
At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!
T-Mobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process please let us know by emailing or calling 1-. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
Required Experience:
Senior IC
Employment Type
Full-Time
