People Matter

Wireless Customer Support Engineer

Tarana Wireless

Tarana Wireless

Customer Service
Pune, Maharashtra, India
Posted on Saturday, November 11, 2023
Tarana Wireless is looking for a high-energy, self-starter to join our Customer Engineering Support Team. The ideal candidate has solid knowledge of wireless communications with solid experience in troubleshooting and cloud platforms. Join us in making our recently launched G1 platform a success across the globe!

A Wireless Customer Support Engineer provides enterprise-level support to our customers and partners with the installation, integration, and support of the Tarana wireless suite of wireless mobile solutions. This is a 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.

Customer Support Team:

  • You will be part of a strong team of knowledgeable and committed wireless technical engineers
  • You will be working closely with our engineering team in on-the-job training and on-going learning and development
  • We highly value the customer support function not only for the benefit it brings our customers but for the critical feedback and inputs to product development and improvements it drives following customer interactions

Our Ideal Candidate:

  • A high degree of analytical and problem-solving abilities
  • Strives for excellence and is known for resourceful and savvy technical ability
  • You possess excellent customer-relationship skills, responsiveness, sensitivity and diplomacy
  • Comfortable working both independently and collaboratively
  • Advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges

Job Responsibilities:

  • Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue
  • Assist customers with troubleshooting Tarana Wireless product and services performance and identify effective solutions to resolve issues
  • Approach complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
  • Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.
  • Manage communications to customers at all levels to maintain positive relationships
  • Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting, and resolving product defects
  • Develop service dashboards (Kibana/Grafana) proactively bring issues and problems to the attention of the team; generating, proposing, and implementing innovative solutions to solve issues
  • Take accountability for all the escalated issues, interact with the stakeholders and provide timely responses via phone, email or chat
  • Lead problem resolutions for escalated issues requiring extensive analysis, troubleshooting, and escalation to product development
  • Subject Matter Expert responsible for training other team members with ownership of internal and external knowledge base for areas assigned areas of product expertise

Required Skills & Experience:

  • B.E./BTech in Computer Science or equivalent experience
  • Wireless Technology (WIFI/ Cellular, Broadband) is required
  • Solid understanding/experience of Telecom, web services, databases, and related infrastructure/architectures
  • Excellent communication, problem-solving skills and multitasking abilities.
  • Solid understanding of networking protocols, linux and exposure to Cloud software deployment/troubleshooting (e.g. AWS, Microservices architecture, Rest API )
  • This is a shift based job (rotational shift) and candidates having prior experience with customer/technical support for ISP/Large Enterprise is a plus or value add
  • 5+ years of relevant experience in customer facing technical roles

Since our founding in 2009, we’ve been on a mission to accelerate the pace of bringing fast and affordable internet access — and all the benefits it provides — to the 90% of the world’s households who can’t get it. Through a decade of R&D and more than $400M of investment, we’ve created an entirely unique next-generation fixed wireless access technology, powering our first commercial platform, Gigabit 1 (G1). It delivers a game-changing advance in broadband economics in both mainstream and underserved markets, using either licensed or unlicensed spectrum. G1 started production in mid 2021 and has now been installed by over 160 service providers globally. We’re headquartered in Milpitas, California, with additional research and development in Pune, India.

G1 has been developed by an incredibly talented and pioneering core technical team. We are looking for more world-class problem solvers who can carry on our tradition of customer obsession and ground-breaking innovation. We’re well funded, growing incredibly quickly, maintaining a superb results-focused culture while we’re at it, and all grooving on the positive difference we are making for people all over the planet. If you want to help make a real difference in this world, apply now!