Staff Engineer - Technical Support

Join our team and help shape the future of connectivity indoors and outdoors. Together, let's push the boundaries of technology and advance sustainable networks worldwide.

How You'll Help Us Connect the World:

As a Staff Engineer - Technical Support, you will be pivotal in delivering Tier II and Tier III support to wireless customers. While the primary focus is on North America, support may extend globally. This role demands a combination of remote problem-solving expertise, occasional field visits, and cross-functional collaboration to ensure customer satisfaction and product excellence.

This is a hybrid role based in Richardson, Texas (Hybrid - 3 days in office; subject to change based on company policy).

You will Excite Us If You:

• Provide advanced troubleshooting and technical support via phone helpline, email, and ticketing system.
• Address complex issues through remote sessions and, when necessary, on-site visits.
• Maintain detailed records of customer issues, updates, and resolutions using CRM tools.
• Work closely with internal technical support, services teams, and extended teams across functions to brainstorm and resolve customer issues.
• Participate in meetings with customers to provide updates on field issues and share insights.
• Provide valuable input to Product Line Management (PLM) and design teams on product functionality and quality, based on field experiences and customer feedback.
• Evaluate and offer feedback on upcoming product releases and features to enhance functionality and reliability.

Required Qualifications for Consideration:

• 5-10 years of relevant technical support experience.
• In-building wireless knowledge, including some RAN experience.
• Strong understanding of RF principles and the ability to apply them in troubleshooting.
• Ability to analyze complex problems, break them into actionable components, and propose effective solutions.
• Experience troubleshooting with customers both remotely and on-site, ensuring timely issue resolution.
• Eagerness to learn new concepts and products, with the flexibility to manage multiple tasks simultaneously.
• Proven ability to work across teams including sales, business development, engineering, and product development.
• Strong interpersonal and communication skills to provide updates and manage customer expectations effectively.

Why ANDREW?

Explore exciting career opportunities at ANDREW, part of the Amphenol family. With a legacy of over 85 years in wireless innovation, we empower mobile operators and enterprises with cutting-edge solutions.

ANDREW, an Amphenol company, is proud of our reputation as an excellent employer. Our focus is to provide the highest level of support and responsiveness to both our employees and our customers, the world's largest technology companies. ANDREW offers the opportunity for career growth within a global organization. We believe that our company is unique in that every employee, regardless of his or her position, has the ability to positively impact the business.

ANDREW is an "Equal Opportunity Employer" - Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity/National Origin

For additional company information please visit our website at https://www.andrew.com/