Senior TAC Engineer (Technical Assistance Center)
Senior TAC Engineer (Technical Assistance Center)
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Job Description
Position Summary
Headquartered in Ridgefield Park N.J. Samsung Electronics America Inc. (SEA) is a leader in mobile technologies consumer electronics home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader our passion for innovation has been the common thread throughout our history. Weve grown into one of THE most recognized global brands. We consider ourselves relentless pioneers that push boundaries and defy barriers. The company pushes beyond the limits of todays technology to provide groundbreaking connected experiences across its large portfolio of products and services including mobile devices home appliances home entertainment 5G networks and digital displays. As EPAs ENERGY STAR Corporate Commitment Partner SEA is dedicated to making a positive impact on the environment through its eco-conscious products practices and operations.People Excellence Change Integrity Co-Prosperity
Role and Responsibilities
Samsung Electronics America (SEA) is seeking a highly experience Senior TAC (Technical Assistance Center) Engineer. You will work in a 24 x 7 x 365 environment that provides technical support directly to Samsungs customers within the United States. This includes supporting hardware software and Network Performance technical issues across a broad range within our product portfolio. This position requires the incumbent to be onsite out of our Plano TX office with the ability to work remotely one day per week.
Responsible for effectively handling Sev1/Sev2 outage with customer and internal teams and drive resolution within the defined SLA.
Provide debug log and KPI analysis check network configuration and support customer as needed.
Troubleshoot RAN / KPI / Transport issues.
Review Engineering and Operational MOPs and provide feedback.
Create and implement MOPS knowledge-based articles and how-to procedures.
Review Root Cause Analysis (RCA) on outages or market performance issues (e.g. throughput accessibility sustainability handovers (Intra/X2/S1) capacity and coverage) with Tier-2/3.
Manage the work flow in the ticketing system.
Investigate and evaluate data trends for problem resolution.
Provide guidance and support to customers at a satisfactory level through resolving their requests.
Review provide updates and resolutions on open tickets before escalation to a higher support tier.
Meet ticket quality and productivity standards while proactively identify issues in the network and take action to resolve/mitigate.
Build strong relationship with higher support tier teams to gain knowledge and collaborate in order to gain expertise.
Lead mentor and train junior engineers on new project and/or processes as needed.
Assist in resolution of high severity issues to meet SLA requirements.
Lead calls successfully with customers on technical discussions where there may be a difference in opinion.
Assist the support teams with high severity events ticket resolution and focused customer engagement to resolve issues.
Contribute in the adaptation of tools for process improvement automation and increasing efficiencies.
Qualifications
Bachelors in EE or CS or related field is required. Masters degree preferred.
6 years minimum of telecom related work experience.
Experience with Virtualized RAN Network and applications.
Strong knowledge of wireless network architecture concepts especially in RAN domain.
Working knowledge of MySQL databases.
Experience with Unix Bash Shell Scripting and Perl/Expect Scripting.
Strong customer support experience.
Strong knowledge and experience with 4G / 5G 3GPP technologies.
Knowledge of wireless network deployments installation and commissioning process.
Experience with wireless network architecture protocols RF optimization and standards.
Strong communication (oral and written) and good presentation skills.
Strong knowledge in LTE and 5G network architecture (RAN and CORE Network Elements) and IP network.
Experience with wireless network architecture protocols RF optimization and standards.
Senior level customer support experience with mobile wireless network carriers.
Previous experience working with 4G / 5G wireless Network Systems in an SME role.
Previous experience in a Senior or Lead support role with a leading network equipment manufacture.
Ability and desire to cross train on different RAN Technologies.
Must be flexible to work over time or cover other shifts on occasion (day second or night shifts).
Preferred Qualifications:
Experience with Samsung RAN products is a plus.
Experience with use of AI to enhance productivity and efficiency preferred.
Ability to write basic or advanced scripting in Unix Python or other programming languages is a plus.
Skills and Qualifications
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At Samsung we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities inspiring our talent to be their true selves. Together we are building a better tomorrow for our customers partners and communities.
* Samsung Electronics America Inc. and its subsidiaries are committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race color religion gender age national origin marital status sexual orientation gender identity status as a protected veteran genetic information status as a qualified individual with a disability or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
Required Experience:
Senior IC
Employment Type
Full-Time
