Technical Support Engineer

INTRACOM TELECOM is a global telecommunications systems and solutions vendor, recognized as a market leader for over 40 years. At the forefront of innovation in wireless access and transmission, we offer a competitive software portfolio alongside a comprehensive range of professional services across various market domains.

Our mission is to shape the future through technology, with human capital as the key driver of success in today's fast-paced business environment. Our highly skilled and experienced professionals are instrumental in achieving our ambitious objectives and enhancing our ability to serve customers effectively.

About the Role:
We are seeking a Technical Support Engineer to support our world-class packet microwave and millimeter-wave radio systems, used in front-haul and mobile backhaul transport of 3G/4G/5G networks, as well as in fixed wireless access broadband systems. You will work on both customer technical support and field implementation projects across USA. The successful candidate will work directly with hardware & software in both lab and customer-site environments, supporting link commissioning, network integration, and troubleshooting throughout the product lifecycle.

Responsibilities

• Provide technical support for wireless systems, addressing customer inquiries and troubleshooting issues related to microwave (MW) and millimeter-wave (mmW) systems and related network protocols
• Travel to customer sites to supervise the installation, alignment and commissioning of trial systems and train customer engineers to install and operate our wireless solutions
• Manage computer systems and hardware, ensuring optimal performance and security through effective IT support and desktop support practices
• Collaborate with internal engineering and R&D teams on escalations and product improvement to resolve complex technical challenges and enhance customer service experience
• Liaise directly with customer engineering teams to communicate findings and resolutions and prepare technical documentation and reports using Microsoft Office and SQL
• Investigating and resolving throughput and performance issues reported on deployed wireless links

• Associate or Bachelor’s degree in Telecommunications/Electrical Engineering/Physics
• Minimum 8-10 years of proven working experience in Technical Support or Field Engineer Roles directly involving the installation, commissioning, and troubleshooting of RF systems.
• Hands-on experience with point-to-point microwave and/or point-to-multipoint radio systems is highly desirable.
• Solid working knowledge of RF systems theory, including link budget analysis, antenna alignment, and adaptive modulation behavior.
• Working knowledge of L2/L3 networking and protocols, including VLANs, routing, and SNMP, as applied to network element management and NMS/OSS.
• Working knowledge of Linux
• US work authorization and residency in the US required
• Availability to travel within USA

Desired Skills

• Experience in using network protocol analyzers and traffic generators
• Knowledge of SQL
• Knowledge of Network management protocols (SNMP)
• Physical layer diagnostic experience
• Experience with NMS/OSS systems for wireless or microwave equipment

Personal characteristics

• Strong problem-solving skills, creativity and attention to detail
• Results-oriented, able to articulate the reasoning behind decisions and trade-offs
• Flexible, with a strong desire to learn and accept new challenges
• Stress-tolerant, with ability to adapt to shifting priorities and schedules, able to develop, organize and manage multiple tasks
• Self-motivated, with a sense of urgency to meet project goals and schedules while working with minimal supervision