Customer Engineer

Company Overview W-Neweb is a leading product design and manufacturing company specializing in communications technology. With a strong global presence and a focus on innovation, W-Neweb delivers high-quality solutions across RF antenna design, hardware, software, and system integration to customers worldwide.

Job Summary We are seeking a motivated Customer Engineer to join our dynamic team! An individual should feel comfortable working directly with the customer and translating the customer's requirements to our Engineering team in Taiwan. He/she should be able to capture/collect device logs, troubleshoot field issues, and work with internal teams to develop first-level diagnostics and provide a course of action. Individuals should also be capable of hands-on work, building and maintaining a test rack in the lab.

And candidate with broad and deep technical knowledge in DOCSIS Network, streaming video, 4G/5G cellular and WiFi in the consumer electronic field

Duties and responsibilities

Collaborate with R&D and QA team to design, optimize, test and launch DOCSIS Customer Premise Equipment (CPE)

Support product technical acceptance and certification

Operate, configure Cable Modem Termination Systems (CMTS), cable modems and related headend/edge equipment

Analyze and resolve complex DOCSIS related issues to reduce customer downtime

Understand about IPTV, video delivery systems, and CDN infrastructure

Write Product Test Plan for our WiFi, DOCSIS Network, Video streaming, Cellular, WiFi product, Network product.

Provide and improve automation test items request to improve efficiency and reduce human intervention time

Engaging with product group in L2 and L3 level problem escalation

Frequent vendors and customer meetings and visits for product feedback and future opportunities

Provide technical post-sales support to R&D team

Work with R&D and DQA/SQA teams to ensure features delivery/inclusion.

Adhere to bug tracking process per corporate product development lifecycle

Requirements and qualifications

BS/MS degree in Computer Science, Electrical Engineering or a related 5+ years of work experience

Knowledge in Window, Linux, Virtual Machine and/or Docker/Container is a plus

Experience in TCP/IP V4/V6 network and basic knowledge in test automation operation/framework are required

Able to demonstrate scripting skills in shell, and batch scripts

Team players being able to adapt to multicultural environments

Willingness to learn and explore new technologies

Big plus with experience in wireless and wired telecommunication industry

Hands on testing with DOCSIS 3.1 and later

Hands on testing with Fiber

Hands on debugging with Video Streaming commercial devices

Includes fixed and mobile broadband, cellular (LTE, 4G/5G), WiFi LAN (802.11ac, 802.11ax,…) and PAN

Hands on experience in commercial tools – network, OctoScope, mobile, field, diagnostics, logging, automation, E2E such as QXDM, PCAP, Wireshark,….

Knowledge and experience with carriers’ certification and technical approval process from US carrier (Comcast, Cox Communication, Verizon, AT&T, T-Mobile, Sprint, etc.)

Willing and able to travel

Ability to work in a team as well as an individual contributor when necessary

Out of the box thinking. Critical thinker and problem-solving skills

Ability to provide alternative solutions to achieve goals in a dynamic environment

Analytical skills & attention to details

Ability to work under pressure and maintain deadlines

Good time-management skills

Great interpersonal and communication skills

Pay: $70,000.00 - $100,000.00 per year

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Referral program

Vision insurance

Education:

Bachelor's (Required)

Experience:

Computer Services: 5 years (Required)

Ability to Commute:

Branchburg, NJ 08876 (Preferred)

Ability to Relocate:

Branchburg, NJ 08876: Relocate before starting work (Preferred)

Work Location: In person