Senior Customer Support Engineer

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Deliver pre- and post-sales technical assistance to clients, sales teams, and partners for Celona 5G solutions.

• Take ownership of intricate customer and field issues from start to finish, including fault analysis, root cause identification, technical action planning, and driving issues to resolution.

• Replicate and simulate customer issues in a lab environment to comprehend failure modes.

• Analyze packet captures, logs, and network traces across RAN, core, and enterprise network layers.

• Elevate hardware and software deficiencies and bugs to development and QA teams.

• Produce clear and reproducible defect reports.

• Engage in serviceability enhancement reviews.

• Travel to customer locations for troubleshooting, training, and business assessments.

• Collaborate with field and installation teams on deployments and resolution of on-site issues.

• Provide technical cross-training to colleagues, QA, and development teams.

• Mentor junior support engineers.

• Employ AI tools to accelerate log analysis and troubleshooting efforts.

• Document recurring diagnostic procedures as reusable AI skills and collaborate with an AI Developer Engineer to develop them.

⛳️ Requirements

• 5-7 years of experience in customer support, technical support engineering, or field support roles.

• A bachelor's degree from an accredited college or university in computer science, software engineering, networking, or a related field is required.

• Proven knowledge of Linux, Bash, and Python scripting.

• Expert-level understanding of IP networking fundamentals: IPv4/IPv6, switching, routing, VLANs, VRRP.

• Packet-level comprehension of ARP, DHCP, UDP, TCP, and ICMP.

• Extensive experience in analyzing packet captures and executing protocol-level troubleshooting.

• Familiarity with firewalls, security policies, and access control lists.

• Working knowledge of Kubernetes, containers, microservices, and cloud-native architecture.

• Excellent oral and written communication skills, with the ability to document findings clearly.

• Experience with REST APIs and API-based integrations.

• Strong background in 5G architecture, private cellular networks, or carrier-grade wireless solutions.

• Understanding of 5G protocols, radio access networks (RAN), or edge computing.

• Experience utilizing AI tools for troubleshooting, analysis, or problem resolution.

• Familiarity with LLM capabilities and limitations.

• Ability to document troubleshooting processes in a structured manner for reuse.

• Candidates should possess demonstrated experience in at least seven of the following areas: hands-on troubleshooting of 5G/LTE private networks, enterprise network troubleshooting, collaboration with field engineering and installation teams, packet capture analysis using Wireshark or similar tools, CBRS or spectrum-sharing deployments, lab issue reproduction, pre-sales technical engagement, engineering and QA escalation, and creation of runbooks, knowledge base articles, or training materials.

• Certifications in networking (CCNA, CCNP) or wireless technologies are preferred.

🏝️ Benefits

• Celona will reimburse your home office expenses.

• Health benefits.

• Flexible PTO.

• Participation in Celona’s 401(k) retirement savings plan.

• Eligibility for participation in Celona’s employee stock option plan.