Real-Time Support Engineer
US-VA-Christiansburg
Attract-careers1
Req #: 93333
Type: Fulltime-Regular
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Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow. Responsibilities: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. This role will be empowered to provide direct and real time advanced technical support to internal CXO resources for the benefit of Retail Wireless Customers. This position will have the opportunity to work real time with Level 1 Agents who are on Phone with the Customers for the issues needing technical assistance. Key Responsibilities: * Partner with Customer Experience Agents to resolve technical customer issues, including service, global resets, and porting * Use critical thinking and troubleshooting skills to resolve customer issues within defined SLAs * Utilize business applications, diagnostic tools, vendor portals, and queries to analyze and resolve issues * Collaborate with support teams, engineers, and developers to ensure full issue resolution * Create and escalate ServiceNow tickets for Tier 3 support when necessary * Develop knowledge base entries and playbooks based on business processes, customer behavior, and technical expertise Qualifications: Education and Experience: * High School diploma, GED, or equivalent experience * 2 - 4 years of experience handling advanced technical support that includes identifying and resolving a broad range of customer issues * Experience following predefined playbooks, runbooks, and scripts for issue resolution Skills and Qualifications: * Have regular and reliable attendance with the availability to work onsite out of our Christiansburg, VA office * Be available to work a predictable and defined shift schedule with some flexibility to ensure coverage * Ability to work independently and collaboratively within a Service Continuity Support team * Excellent customer service skills with the ability to explain technical solutions to technical and non-technical stakeholders * Comfortable reading technical logs, claimcheck returns, and basic scripting for troubleshooting * Expertise in wireless systems, networks, and devices with strong diagnostic and problem-solving skills * Proficient with SQL queries (Snowflake preferred), API tools like Postman, and familiar with provisioning and billing workflows * Strong written and verbal communication skills with the ability to translate technical issues into customer-friendly language Visa sponsorship not available for this role
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