Allied Minds

Federated Wireless - Technical Support Engineer

US-VA-Arlington
2 weeks ago(1/9/2018 5:40 PM)
Job ID
2018-1183
Federated Wireless
# of Openings
1
Category
Customer Service/Support

Overview

 FW new logo

Are you an innovator? Would putting together solutions that are truly revolutionary while collaborating with other innovators inspire you? Are you driven by fast paced and entrepreneurial work environments? Federated Wireless is a dynamic start-up focused on maximizing the utilization of wireless spectrum – opening opportunities for carriers, enterprises, and consumers to use wireless networks in ways they have never dreamt before. 

 

Federated Wireless is seeking a Technical Support Engineer to provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing market place of solutions, and more.

 

The candidate will be a member of the Support team. They will work on supporting our Shared Spectrum Access system, a cloud based platform that enables low cost and high performance wireless networks for a variety of use case and applications. This person will work with our Development teams, Radio OEM Partners and Network Provider customers to ensure we have successful platform integration, field trials, and operationalization of our cloud platform services.   This role requires someone looking to enjoy and thrive in a fast paced, growing technology ecosystem where they can have broad positive impact and see results.

 

Responsibilities

Job Description:

  • Provide technical support for potential and existing customers via all channels.
  • Develop a deep understanding of the Federated Wireless product.
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments and customer type.
  • Provide documentation content and participate in online forum support for real-time questions from OEMs and customers.
  • Reproduce customer issues and if necessary file bug reports, escalate cases to engineering, and provide detail-oriented documentation necessary for issue resolution.
  • Be a customer advocate and have customer support acumen.
  • Work and collaborate with various internal teams.
  • Any other duties as assigned.

Qualifications

Required Skills & Qualifications:

  • BS or MS STEM related education, with 2-5 years of experience in software based platforms.
  • Agile development process and/or integration of software platforms. Understanding of software build processes, integration, and production releases.
  • Cloud based architecture highly desirable
  • Knowledge of JIRA and wiki – Confluence shared documentation systems
  • Basic project management understanding and ability to identify dependencies and critical paths in project work. Basic Microsoft Project or JIRA plug in knowledge.
  • Ability to understand detailed Design documents and assist partners with integration, hands on troubleshooting of JSON / JAVA message exchanges, and service implementation options.
  • IP networking and https/ TLS implementations
  • Structured problem skills, troubleshooting, and communication skills
  • Ability to define new support needs as and when they arise.
  • Excellent written and verbal communication that allows effective discussions spanning Development, Customer Support, Product and Sales team; along with the ability to perform end-to-end system analysis, and create options and solutions to get this new and cutting-edge technology launched successfully.
  • Ability to work within a team to assess issues, create options and present recommendations, and drive resolution.

 

Travel: Travel may be required in this position as deemed necessary.

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