Responsibilities

The Service Assurance Engineer will ensure the uninterrupted operation of Semtech Sierra Wireless’ solutions, services, and supporting network infrastructure through round-the-clock monitoring and surveillance to meet stringent service availability goals, proactively identifying potential issues and swiftly resolving them to minimize downtime. They will manage and resolve customer requests daily, capturing accurate notes in corporate ticketing systems, lead troubleshooting calls with internal and external engineers, engage with carriers and vendors to resolve network faults, initiate and drive the incident management process, facilitate incident management bridges, prepare Root Cause Analysis reports, drive adherence to change management, manage customer notifications, identify improvement opportunities, and collaborate with stakeholders to implement best practices.