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Job Overview
The Principal Support Engineer at T-Mobile plays a critical role involving advanced technical expertise in diagnosing and resolving complex network, platform, and product issues to improve customer experience. This role serves as a technical leader within the Product organization, providing guidance and innovative solutions to internal teams and external partners, ensuring the robustness and reliability of T-Mobile's wireless networks and services. The position requires collaboration with vendors and cross-functional teams to support strategic business outcomes and technological advancements, significantly contributing to operational excellence and customer satisfaction.
Job Responsibilities
1. Diagnose and resolve complex network, product, and system issues to enhance customer experience.
2. Serve as a technical leader within the Product organization, collaborating with MTSs and providing guidance.
3. Review end-to-end product and solution designs and oversee operations acceptance.
4. Collaborate with vendors and cross-functional teams to drive improvements.
5. Support strategic business outcomes through expert leadership and knowledge.
Education
* Bachelor's Degree in Electrical Engineering, Computer Science, or Telecommunications (Required)
* Master's or Advanced Degree (Preferred)
Work Experience
* 7-10 years leading ITIL Incident Management activities in telecommunications (Preferred)
* 7-10 years managing cross-functional engineering or product support teams (Required)
* Over 10 years developing troubleshooting protocols for wireless, wireline, satellite, and LAN/WAN environments (Required)
* Over 10 years supporting cellular core, RAN, and wireline networks (Required)
Knowledge, Skills, and Abilities
* Technical leadership in team and project management (Required)
* Advanced problem-solving skills (Required)
* Deep understanding of telecommunications systems including Voice, Data, Messaging, IoT, Satellite, and Mobile Internet (Required)
* Vendor management and negotiation skills (Required)
* Strong collaboration skills with cross-functional teams (Required)
* Strategic thinking and analytics proficiency (Preferred)
* Expertise in cellular infrastructure, IP networks, routing protocols, security principles, and cellular signaling (Required)
* Knowledge of hyperscaler cloud infrastructure (Required)
* API knowledge and troubleshooting (Required)
* Advanced cellular roaming knowledge (Required)
* Experience with flow/packet analysis tools (Preferred)
* Expertise in VoLTE and VoNR technologies (Required)
* Cellular modules and SIM management knowledge (Required)
* Change management skills (Preferred)
* Customer satisfaction focus (Required)
Licenses and Certifications
* CISSP, CCNP, PMP, ITIL Expert (Preferred)
Additional Information
Must be at least 18 years old and legally authorized to work in the U.S. No travel required. The salary range is $122,400 - $220,800, with a 20% bonus target. Benefits include comprehensive health insurance, 401(k), stock options, paid time off, parental leave, and various employee discounts.
At T-Mobile, we value diversity and are an equal opportunity employer. We provide accommodations for individuals with disabilities during the application process. For assistance, contact ApplicantAccommodation@t-mobile.com or call 1-844-873-9500.
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