Service Assurance Engineer

Position Overview

• Location Type: Atlanta Metro Area (Remote options may be available)
• Employment Type: Full Time
• Salary: Not specified

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 diligently to ensure a seamless resolution to any problem.

Requirements

• Bachelor’s degree in computer science or equivalent experience preferred (but not required).
• Strong communication skills (written and verbal).
• Strong critical thinking and analytical skills.
• Ability to work independently.
• Understanding of wireless network infrastructure.
• Tier 1 wireless carrier experience (recommended).
• Must be able to work any shift in a 24/7/365 environment. Shift work and some holidays are required.

Responsibilities

• Maintain high levels of Service Availability, ensuring that Semtech Sierra Wireless’ services are consistently accessible to customers.
• Proactively identify potential issues and swiftly resolve them to minimize downtime.
• Manage and resolve customer requests daily, capturing accurate and timely notes via Semtech corporate ticketing systems (Salesforce, JIRA, etc.).
• Work independently with various carriers to resolve issues.
• Lead calls with internal and external engineers on troubleshooting sessions.
• 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.

Application Instructions

• Please apply if you are located in the Atlanta Metro Area. (Remote options may be available)

Company Information

• Company: Semtech Sierra Wireless
• Focus: Ensuring the uninterrupted operation of Semtech Sierra Wireless’ solutions, services, and the supporting network infrastructure.