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

• Education: Bachelor’s degree in computer science or equivalent experience preferred (not required).
• Communication Skills: Strong communication skills, both written and verbal.
• Analytical Skills: Strong critical thinking and analytical skills.
• Work Environment: Ability to work any shift in a 24/7/365 environment. Shift work and some holidays are required.
• Technical Skills: Understanding of the wireless network infrastructure is a requirement. Tier 1 wireless carrier experience is recommended.
• Software Proficiency: Experience with corporate ticketing systems (Salesforce, JIRA, etc.) is beneficial.

Responsibilities

• Service Availability: Strive to maintain high levels of Service Availability, ensuring that Semtech Sierra Wireless’ services are consistently accessible to customers.
• Customer Request Management: Manage and resolve customer requests daily while capturing accurate and timely notes via Semtech corporate ticketing systems.
• Carrier Collaboration: Ability to work independently with various carriers to resolve issues.
• Troubleshooting & Escalation: Lead calls with internal and external engineers on troubleshooting sessions.
• Incident Management: Initiate, execute, and drive the incident management process. Facilitate an incident management bridge with a focus on timely service restorative and incident resolution.
• Root Cause Analysis: Prepare and deliver Root Cause Analysis reports to leadership and customers.
• Change Management: Drive adherence to change management processes and procedures. Perform MOP reviews. Maintain Change Calendar.
• Customer Notification: Manage customer notification.
• Improvement & Best Practices: Identify improvement opportunities, collaborate with stakeholders, and implement best practices.
• Partner Engagement: 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.

Application Instructions

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

Company Information

• Company: Semtech Sierra Wireless
• Industry: Wireless Solutions (Details not provided)