Assoc Engineer, Broadband Technical Support

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Technical Support Engineers are critical partners and experts in T‑Mobile Fiber, who our customer service, sales teams, and executives seek out when they have a question or technical issues they are unable to resolve. This role will support on‑site Fiber installs or service appointments as needed, and support training others. Engaging with customers via email and/or phone support. Troubleshoot with customers and/or training/coaching Tier 1 care in resolving technical issues and creating/updating knowledge articles.

Handle executive escalations and NPS callbacks, creating and maintaining a positive customer experience in every way. Support process improvements to reduce contact rates of customers. Complete field observations to support process improvement, partner alignment, and expand Fiber knowledge.

This is a hybrid position required to be working in‑office at least 3 days a week. Work week is Sunday - Thursday.

• Supports the resolution of customer technical issues. Prioritizes issues based on the greatest potential for customer impact and collaborate with other internal and partner teams through customer calls, care escalations, NPS survey feedback, executive escalations and other
• Supports training programs and documentation for new operations, maintenance and troubleshooting procedures for fiber resolution.
• Assists Engineering and Partner teams with the validation and deployment of new markets to ensure smooth launch. Provides expert on‑site and remote support
• Complete various training programs to further enhance skills
• Also responsible for other Duties/Projects as assigned by business management as needed.

• Bachelor’s degree or 4 years of relevant work experience
• 2 years of engineering or operations experience within the telecommunications industry.
• Experience in wireless networking
• Analytical and problem solving abilities
• Strong verbal and written communication skills
• At least 18 years of age
• Legally authorized to work in the United States

Travel Required (Yes/No):
Yes

Base Pay Range: $57,500 - $103,600 Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T‑Mobile, employees in regular, non‑temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year‑end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.

To find the pay range for this role based on hiring location, (Use the "Apply for this Job" box below)..t‑¶dox=1

At T‑Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part‑time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full‑time employees and about 2.5 weeks for new part‑time employees annually - paid parental and family leave, family building benefits, back‑up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short‑ and long‑term disability, voluntary AD&D coverage,…