About The Role

INTRACOM TELECOM is a global telecommunications systems and solutions vendor, recognized as a market leader for over 40 years. At the forefront of innovation in wireless access and transmission, we offer a competitive software portfolio alongside a comprehensive range of professional services across various market domains.

Our mission is to shape the future through technology, with human capital as the key driver of success in today's fast-paced business environment. Our highly skilled and experienced professionals are instrumental in achieving our ambitious objectives and enhancing our ability to serve customers effectively.

About the Role

We are seeking a Technical Support Engineer to support our world-class packet microwave and millimeter-wave radio systems, used in front-haul and mobile backhaul transport of 3G/4G/5G networks, as well as in fixed wireless access broadband systems. You will work on both customer technical support and field implementation projects across USA. The successful candidate will work directly with hardware & software in both lab and customer-site environments, supporting link commissioning, network integration, and troubleshooting throughout the product lifecycle.

Responsibilities

Provide technical support for wireless systems, addressing customer inquiries and troubleshooting issues related to microwave (MW) and millimeter-wave (mmW) systems and related network protocols
Travel to customer sites to supervise the installation, alignment and commissioning of trial systems and train customer engineers to install and operate our wireless solutions
Manage computer systems and hardware, ensuring optimal performance and security through effective IT support and desktop support practices
Collaborate with internal engineering and R&D teams on escalations and product improvement to resolve complex technical challenges and enhance customer service experience
Liaise directly with customer engineering teams to communicate findings and resolutions and prepare technical documentation and reports using Microsoft Office and SQL
Investigating and resolving throughput and performance issues reported on deployed wireless links

Requirements

Associate or Bachelor’s degree in Telecommunications/Electrical Engineering/Physics
Minimum 8-10 years of proven working experience in Technical Support or Field Engineer Roles directly involving the installation, commissioning, and troubleshooting of RF systems.
Hands-on experience with point-to-point microwave and/or point-to-multipoint radio systems is highly desirable.
Solid working knowledge of RF systems theory, including link budget analysis, antenna alignment, and adaptive modulation behavior.
Working knowledge of L2/L3 networking and protocols, including VLANs, routing, and SNMP, as applied to network element management and NMS/OSS.
Working knowledge of Linux
US work authorization and residency in the US required
Availability to travel within USA

Desired Skills

Experience in using network protocol analyzers and traffic generators
Knowledge of SQL
Knowledge of Network management protocols (SNMP)
Physical layer diagnostic experience
Experience with NMS/OSS systems for wireless or microwave equipment

Personal characteristics

Strong problem-solving skills, creativity and attention to detail
Results-oriented, able to articulate the reasoning behind decisions and trade-offs
Flexible, with a strong desire to learn and accept new challenges
Stress-tolerant, with ability to adapt to shifting priorities and schedules, able to develop, organize and manage multiple tasks
Self-motivated, with a sense of urgency to meet project goals and schedules while working with minimal supervision