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.