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Remote Service Assurance Engineer

Semtech · USA - GA Remote, Stati Uniti d'America · Remote

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Please apply if you are located in the Atlanta Metro Area.

The service assurance engineer’s primary responsibility is to ensure the uninterrupted operation of Semtech Sierra Wireless' solutions, services, and the supporting network infrastructure. This involves round-the-clock monitoring and surveillance to meet stringent service availability goals. From customer application issues to wireless carrier outages, our service assurance team works effortlessly to ensure a seamless resolution to any problem.

Responsibilities:

  • Strive to maintain high levels of Service Availability, ensuring that Semtech Sierra Wireless' services are consistently accessible to customers. This involves proactive identification of potential issues and swift resolution to minimize downtime.

  • Manage and resolve customer requests daily while capturing accurate and timely notes via Semtech corporate ticketing systems (Salesforce, JIRA etc.).

  • Ability to work independently with various carriers to resolve issues.

  • Lead calls with internal and external engineers on troubleshooting sessions.

  • Understanding of the wireless network infrastructure is a requirement. Tier 1 wireless carrier experience is recommended.

Strive to maintain high levels of service availability, ensuring that Semtech Sierra Wireless' services are consistently accessible to customers. This involves proactive identification of potential issues and swift resolution to minimize downtime.

Manage and resolve customer requests daily while capturing accurate and timely notes via Semtech corporate ticketing systems (Salesforce, JIRA, etc.).

Engage, assist, and drive roaming sponsors, carriers, vendors, and other external partners to troubleshoot and resolve any network fault causing a negative impact on any Semtech Sierra Wireless service and/or network key performance indicators.

Initiate, execute, and drive the incident management process. Facilitate an incident management bridge with a focus on timely service restorative and incident resolution. Prepare and deliver Root Cause Analysis reports to leadership and customers.

Drive adherence to change management processes and procedures. Perform MOP reviews. Maintain Change Calendar. 

Manage customer notification.Identify improvement opportunities, collaborate with stakeholders, and implement best practices.

Minimum Qualifications:

Bachelor’s degree in computer science or equivalent experience preferred but not required.

Strong communication skills. Both written and verbal.

Strong critical thinking and analytical skills.

Must be able to work any shift in a 24/7/365 environment. Shift work and some holidays are required.

Effective in working with strong technical teams across the company with strong interpersonal and communication skills. 

Must be self-motivated with the ambition to problem-solve, learn, and create one’s own mechanisms for resolving issues, and most importantly, communicate effectively with the ability to work in a team environment.

Must be able to work independently.

Understanding of various signaling protocols is preferred. signal, Diameter, Radius,

Knowledgeable on wireless telecommunication cores. HLR/HSS, P-Gateway, SMSC, STP, DEA, etc. are recommended.

A basic understanding of networking, application servers, and cloud services is recommended

Desired Education, Experience and Competencies

Understanding of DNS, CDN and application load balancing fundamentals.
Working knowledge of the following:

  • SQL Database

  • Cellular Wireless Network Infrastructure

  • Core Network Architecture

  • Hosted application service provider environment

Knowledgeable with IoT (Internet of Things), cloud-based technologies, SaaS software, and web services.
Working knowledge of Linux/UNIX system infrastructure.

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.

A reasonable estimate of the pay range for this position is $54,000 - $104,000.  There are several factors taken into consideration in determining base salary, including but not limited to: job-related qualifications, skills, education, and experience, as well as job location and the value of other elements of an employee’s total compensation package.