Job Description
We are a leading company in the wireless broadband communications industry looking for talented professionals with a winning attitude. Job Description [Key Roles & Responsibilities] Technical Support & Issue Management Handle initial technical inquiries and FAQs; manage the end-to-end trouble ticket lifecycle including creation, tracking, and following established escalation processes. Support the setup, configuration, and maintenance of CPEs such as 5G FWA, RG, Wi-Fi Routers, Extenders, and Mesh systems. Utilize network analysis tools (e.g., Wireshark) to diagnose and resolve network faults. Propose solutions for unprecedented problems or unexpected situations by adapting established procedures to specific customer environments. Able to develop and implement test plans for CPE. Technical Knowledge Application Apply foundational networking concepts (TCP/IP, DHCP, NAT, VLAN) to solve daily technical challenges. Maintain a solid understanding of 5G NR protocols, Wi-Fi 7/8, PON (GPON/XGS-PON), and DOCSIS basics. Strong understanding of Wi-Fi Router, Access Point and Mesh Network hardware architecture. Well versed in Open Software Development Platforms (prpl/RDK-B/OpenWRT) Identify process improvement areas by integrating best practices and understanding cross-discipline engineering procedures. Experience with AI technologies Collaboration & Communication Communicate technical issues clearly to development teams for timely resolution and firmware updates. Share customer requirements and market feedback with Sales and Business Development (BD) teams to support product evolution. Translate complex technical information into clear, actionable insights for diverse stakeholders and provide informal guidance to junior team members. [Qualifications & Level Expectations]
Education:
Bachelor's degree in electrical engineering, Computer Science, or a related field. Execution:
Familiar with engineering procedures follows prescribed guidelines to complete tasks while actively seeking coaching to expand technical and business knowledge. Accountability:
Accountable for individual contributions and the high quality of first-level support provided to customers. [Technical Requirements Summary] Wireless & Broadband:
Foundational knowledge of Wi-Fi 7/8, 5G NR, PON, and DOCSIS architectures. Performance & Diagnostic Tools:
Proficiency in using Iperf or IxChariot for network performance testing and Wireshark for packet analysis. Networking Protocol:
Solid understanding of the TCP/IP stack and related network protocols. Documentation:
Strong writing skills for maintaining technical guides, FAQs, and internal knowledge bases. [Advanced Scope] Network/System Architecture knowledge. Education Bachelor Work Experience Language Skills Communication & Collaboration:
Capable of effective communication with clients and internal teams to ensure smooth technical support., Customer Orientation:
Centered on customer needs, providing high-quality technical support., Learning & Innovation:
Continuously learning new technologies and applying them to technical support and problem-solving., Problem-Solving:
Ability to quickly identify and resolve technical issues., Technical Proficiency:
In-depth understanding of the technical principles and operational methods of network communication equipment. WNC established in 1996, specializes in the design, development, and manufacturing of cutting-edge communications products. WNC also offers comprehensive technical support in RF antenna design, software design, hardware design, mechanical design, system integration, user interface development, and product testing and certification. Headquartered in Taiwan's Hsinchu Science Park, WNC has established an overseas presence in the US, the UK, Germany, Japan, China, and Vietnam. These sites together offer complete solutions and local support for customers worldwide. WNC's technical expertise encompasses applications from broadband, multimedia, and the IoT to wireline and wireless communications, with a product scope covering solutions in network communications, network infrastructure, home automation, and advanced driver-assistance systems (ADAS). WNC has established itself as a company with a solid, robust culture built upon the core values of fundamentals advocacy, team cohesion, customer trust, and value creation. We have also established a comprehensive talent cultivation system that ensures a great work experience at WNC through digital transformation, employee learning & development programs, recruitment and compensation strategies and friendly workplace initiatives. We have also been implementing a "learning organization" initiative to encourage employees to adopt a mindset of always striving to better yourself. At WNC, you will receive the resources you need to enhance your cross-disciplinary skills and open up new possibilities for your career! In today's interconnected world, our goal is to make WNC a leading company in the field of network communications technology integration. Come join us and work together to create positive connections and interactions as well as a harmonious, sustainable society for all.
