Samsung Senior TAC Engineer Technical Assistance Center 

United States, Arizona, Prescott 

182930283

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 Samsung’s 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. Master’s 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.