Staff Engineer - Technical Support

As a Staff Engineer - Technical Support for CommScope’s In-Building Wireless products, 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.

Richardson, Texas (Hybrid - 2-3 days in office; subject to change based on company policy)

Key Responsibilities:

• 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 Skills & Experience:

• 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.

Our salary ranges consider a wide variety of factors including but not limited to benchmarking by independent third-party consultants, skill sets, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. The expected salary range for this position is $88,000 to $111000.

The candidate will be rewarded with a comprehensive benefits package, including, medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, two weeks of paid vacation (prorated based on start date), as well as other leave options.