[Hiring] Technical Support Engineer @Intracom Telecom

Role Description

We are seeking a Technical Support Engineer to support our world-class packet microwave and millimeter-wave radio systems, used in front-haul and mobile backhaul transport of 3G/4G/5G networks, as well as in fixed wireless access broadband systems. You will work on both customer technical support and field implementation projects across the USA. The successful candidate will work directly with hardware & software in both lab and customer-site environments, supporting link commissioning, network integration, and troubleshooting throughout the product lifecycle.

Responsibilities

• Provide technical support for wireless systems, addressing customer inquiries and troubleshooting issues related to microwave (MW) and millimeter-wave (mmW) systems and related network protocols.
• Travel to customer sites to supervise the installation, alignment, and commissioning of trial systems and train customer engineers to install and operate our wireless solutions.
• Manage computer systems and hardware, ensuring optimal performance and security through effective IT support and desktop support practices.
• Collaborate with internal engineering and R&D teams on escalations and product improvement to resolve complex technical challenges and enhance customer service experience.
• Liaise directly with customer engineering teams to communicate findings and resolutions and prepare technical documentation and reports using Microsoft Office and SQL.
• Investigate and resolve throughput and performance issues reported on deployed wireless links.

Qualifications

• Associate or Bachelor’s degree in Telecommunications/Electrical Engineering/Physics.
• Minimum 8-10 years of proven working experience in Technical Support or Field Engineer Roles directly involving the installation, commissioning, and troubleshooting of RF systems.
• Hands-on experience with point-to-point microwave and/or point-to-multipoint radio systems is highly desirable.
• Solid working knowledge of RF systems theory, including link budget analysis, antenna alignment, and adaptive modulation behavior.
• Working knowledge of L2/L3 networking and protocols, including VLANs, routing, and SNMP, as applied to network element management and NMS/OSS.
• Working knowledge of Linux.
• US work authorization and residency in the US required.
• Availability to travel within the USA.

Desired Skills

• Experience in using network protocol analyzers and traffic generators.
• Knowledge of SQL.
• Knowledge of Network management protocols (SNMP).
• Physical layer diagnostic experience.
• Experience with NMS/OSS systems for wireless or microwave equipment.

Personal Characteristics

• Strong problem-solving skills, creativity, and attention to detail.
• Results-oriented, able to articulate the reasoning behind decisions and trade-offs.
• Flexible, with a strong desire to learn and accept new challenges.
• Stress-tolerant, with the ability to adapt to shifting priorities and schedules, able to develop, organize, and manage multiple tasks.
• Self-motivated, with a sense of urgency to meet project goals and schedules while working with minimal supervision.