Engineer, Technical Support (Tier2 Video - WA or TX)

Job Description:
Engineer, Technical Support (Tier2 Video)
This position can be based in either Frisco, TX or Snoqulamie, WA.
This position will perform second level (Tier2) technical support within primarily focused on operation of T-Mobile's Video Services network infrastructure. This position will provide support on end to end production network, validation, testing and operations acceptance for all new or expansion nodes/platforms or services being introduced into T-Mobile. This position will report design, reliability and maintenance problems to the relevant T-Mobile and vendor organizations and provide design recommendations to improve the customer experience or ease of operation long-term. The required support is performed over a wide array of platforms in the Network including, but not limited to satellite IRDs, encoders, packagers, DRM, CDN, etc. This position interfaces with teams such as the video engineering/design team, the video NOC, IP/transport teams, and equipment vendors, is the primary interface between Tier 2 and Systems Design & NOC for the production network changes and the Vendor follow-up that requires the engineer to manage day-to-day compliance to the support service level agreements.
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Essential Functions
  • Resolves technical issues that cannot be resolved through normal operations and maintenance procedures and provide leadership on outage calls in order to drive issue resolution and limit impact to the customer. Ensures compliance to T-Mobile's outage reporting process and collaborate with engineering, product development and the vendor technical organizations when required in order to drive long-term product improvements. This role requires that the engineer participate in an "on call rotation" on an as needed basis to ensure that expert level support is available on a 24x7 basis.
  • Provides technical guidance to junior Tier2 Engineers during resolution of customer issues to develop the technical troubleshooting and leadership skills throughout the Tier2 organization. Ensures that performance goals are maintained across the team. Approves technical bulletins written by junior members of the Tier2 organization.
  • Supports the development and delivery of training programs and supports documentation to other departments on new operation, maintenance and troubleshooting procedures. Produces technical bulletins in order to provide short term work-around solutions and guidance on current Network issues. This requires some "out of box" thinking and analysis of software problems within the network. Provides mentoring to others within the position's team or customers' team.
  • Provides guidance to Engineering and Vendor teams with the validation and deployment of new products and services to ensure trouble free network changes. This position will provide expert on-site and remote support during major software upgrades as well as validate and implement parameter changes within the network. This includes exercising discretion in regard to potential fallback scenarios should network changes cause customer impact.

Minimum Required
  • 3-5+ years' Engineering or Operations experience within the telecommunications/highly technical industry.
  • Intermediate level understanding of Operations and Maintenance
  • Ability to multitask and effectively handle multiple competing priorities
  • Working knowledge of overall network architecture and an understanding of video distribution signal flow and its components, to include IRDs, receivers, encoders and packagers
  • Understanding of MPEG2, MPEG4 and advanced video compressions techniques
  • Good analytics and problem-solving skills.
  • Self-motivated and able to work independently even under pressure situations
  • Must have good interpersonal skills and be able to build consensus across teams
  • Ability to work cross functionally to identify and resolve network faults/issues
  • Focus: Able to communicate goals in support of the business' mission.
  • Drive: Self-motivated and able to work well under pressure
  • Teamwork: Ability and desire to work cooperatively with others on a team.
  • Communication: The ability to ensure that information is passed on to others who should be kept informed. Express oneself clearly in conversations and interactions with others. Clear business and technical writing skills.
  • Customer Focus: The ability to demonstrate concern and meet external and/or internal customers' needs.
  • Analytical: The ability to tackle a problem by using a logical, systematic, sequential approach.
  • Technical Expertise: The ability to demonstrate depth of knowledge and skill in a technical area.
  • Ability to work in a 24x7, on-call environment.

  • Understanding of linear and file-based video distributed using ABR streaming formats such as HLS.
  • Video experience preferred, including engineering/operations/troubleshooting
  • Capable of troubleshooting and understanding of network signaling protocols such as MPEG, HEVC, TCP/IP
  • Understanding of unicast and multicast MPEG transport streams and ability to analyze transport streams

Minimum Required
  • Bachelors Degree.
  • In lieu of a degree, 6+ years experience within the telecom/highly technical industry may be considered.

General/Physical Requirements
Must be able to communicate with others effectively through written communication methods. Must be able to communicate (talking, hearing, etc.) with others effectively through oral communication methods. This position requires working with a computer (keyboard/mouse), telephone, and/or calculator; or, other repetitive use of hands.
Minimum Qualifications:
At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen.
Company Profile:
As America's Un-carrier, T-Mobile USA, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com
EOE Statement:
We Take Equal Opportunity Seriously - By Choice. T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

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