Real-Time Support Engineer
US-VA-Christiansburg
Attract-careers1
Req #: 97610
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. The Real-Time Support Engineer serves as the critical technical bridge between frontline agents and deep engineering teams, ensuring that Retail Wireless customers receive immediate solutions to complex service disruptions. This role is responsible for diagnosing and resolving intricate technical hurdles in real-time, preventing churn and maintaining the integrity of the customer experience. By optimizing troubleshooting workflows and leveraging advanced diagnostic tools, this position ensures that high-level technical assistance is always available to drive operational excellence within the CXO organization. What Success Looks Like (Objectives) * Provide guidance to Level 1 Agents during live customer interactions to ensure first-call resolution for advanced technical disputes * Resolve service, global resets, and porting issues within defined SLAs to maintain high Net Promoter Scores * Synthesize data from diagnostic tools and vendor portals to identify root causes and reduce the need for Tier 3 escalations * Collaborate with software developers and backend engineers to patch systemic vulnerabilities identified during real-time troubleshooting * Standardize technical knowledge through the creation of automated playbooks and knowledge base entries that empower the wider support team * Implement AI-powered diagnostic assistants to streamline log analysis and accelerate the identification of network provisioning errors Qualifications: Core Skills and Competencies (What you'll bring) * Foundational knowledge of wireless systems and device diagnostics to resolve network connectivity issues * Analytical capabilities in SQL and API testing to interpret data from Snowflake and Postman environments * Ability to translate technical logs into actionable, customer-friendly solutions for non-technical stakeholders * Proficiency in navigating billing workflows and provisioning systems to manage the customer lifecycle * Collaborative mindset within a Service Continuity framework to ensure reliability of wireless services * AI Literacy to leverage machine learning tools for troubleshooting and data interpretation Minimum Requirements * Minimum Education: High School diploma, GED, or equivalent experience * Minimum Experience: 2-4 years of experience in technical support * Required Experience: * Resolving customer-facing wireless issues including service and porting * Following predefined runbooks and scripts for issue resolution * Operating within a Christiansburg, VA office on a defined shift schedule to support live operations * Required Technical Skills: * Proficiency with SQL queries (Snowflake) * Experience with API tools (Postman) * Technical log analysis and basic scripting Visa sponsorship not available for this role
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