Principal - Advanced Enterprise Product Support Engineer

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview
The Principal Support Engineer at T-Mobile is a critical role that involves advanced technical expertise in diagnosing and resolving complex network, platform and product issues to enhance the customer experience. This position serves as a technical leader within the Product organization, acting at a tier 4+ level contact, providing guidance and innovative solutions/resolutions to both internal teams and external partners to solve customer issues. Responsibilities can include end-to-end product, and solutions design review and operations acceptance, the Principal Support Engineer ensures the robustness and reliability of T-Mobile's Voice, Data, Messaging, IoT, Satellite, and Mobile Internet wireless networks when dealing with customer/product system issues. The role demands a high level of collaboration with vendors and internal cross-functional teams to drive long-term improvements and support strategic business outcomes for our business and government customers. Through expert-level knowledge and leadership, the Principal Support Engineer significantly contributes to the operational excellence and technological advancement of T-Mobile and more specifically the TFB Product success and positive customer experiences.

Job Responsibilities:

Diagnoses and resolves complex network, product and system issues to enhance customer experience

Serves as a technical leader within the Product organization, working alongside MTSs, providing guidance and innovative solutions

Reviews end-to-end product and solutions design and oversees operations acceptance

Collaborates with vendors and cross-functional teams to drive long-term improvements

Supports strategic business outcomes through expert-level knowledge and leadership

Education:

Bachelor's Degree Electrical Engineering, Computer Science, or Telecommunications (Required)

Master's/Advanced Degree Electrical Engineering, Computer Science, or Telecommunications (Preferred)

Work Experience:

7-10 years Leading ITIL Incident Management activities in a telecommunications environment (Preferred)

7-10 years Managing cross-functional teams in engineering or product support roles (Required)

More than 10 years Developing and implementing troubleshooting protocols for wireless, wireline, satellite connectivity, and LAN/WAN environments (Required)

More than 10 years Experience in designing, implementing, and supporting cellular core and RAN networks, as well as wireline networks (i.e MPLS, SDWAN) (Required)

Knowledge, Skills and Abilities:

Technical Leadership Expertise in leading technical teams and projects, ensuring alignment with strategic objectives. (Required)

Problem Solving Advanced problem-solving skills to diagnose and resolve complex network issues. (Required)

Telecommunications Deep understanding of telecommunications systems including Voice, Data, Messaging, IoT, Satellite, and Mobile Internet. (Required)

Vendor Management Ability to manage relationships and negotiate with vendors to support network reliability and advancements. (Required)

Cross Functional Relationships Strong capability to collaborate with cross-functional teams to drive strategic outcomes and improvements. (Required)

Strategic Thinking Capability to think strategically and integrate complex business and technology considerations in decision-making. (Preferred)

Analytics Proficiency in analyzing complex data to inform operational and strategic decisions. (Preferred)

System Infrastructure Expertise: Advanced knowledge of cellular infrastructure, inclusive of LTE, 5G (NSA and SA), and how all the elements interact; IP and backbone networks, along with associated routing protocols necessary for its function (i.e BGP); CoS/QoS mechanisms in both wireless and wireline infrastructures; security principles and best practices; including general configurations of firewalls, VPN concentrators, and IPS systems; cellular signaling flows and their functions, specifically relating to SIP, RTP, Diameter etc (Required)

Cloud Applications Working knowledge of hyperscaler (AWS, Azure, GCP etc) infrastructure (Required)

APIs Deep knowledge of how APIs work (REST and SOAP) and be able to setup test sandboxes to leverage & test APIs, as well as the troubleshooting of API issues inclusive of authentication (OAuth, JWT) (Required)

Cellular Roaming (Domestic/Int’l): Advanced knowledge of domestic and international cellular roaming, both 4G and 5G, inclusive of key items such as SIM provisioning, authentication procedures and protocols, carrier selection, and handover, as well as familiarity with roaming standards such as IR.21 (Required)

Troubleshooting Advanced knowledge and experience performing flow/packet analysis using tools such as Wireshark, tcpdump, SolarWinds, NetScout etc) (Preferred)

Voice Technologies: Expertise in VoLTE and VoNR, inclusive of identification of complex issues relating to call setup, dropped calls and reduced call quality (Required)

Cellular Modules, Protocols and SIM Knowledge: In-depth knowledge of how cellular modules work (i.e Thales, Cemtech, Telit etc), inclusive of their respective features, interaction via AT command sets, and over the top management of said modules. Working knowledge of key IoT protocols such as MQTT and CoAP and how they interact with IoT devices and cloud platforms; eSIM/remote sim provisioning and SIM profile management; Experience with how software development works and how cellular modules are integrated into software stacks and applications, specifically through key interfaces such as USB, SPI, UART etc); IoT focused cellular infrastructure, specifically LTE-M and NB-IoT, with knowledge of 5G RedCap functions and differentiators (Required)

Change Management Ability to manage and implement change within the team and processes to adapt to evolving business needs. (Preferred)

Customer Satisfaction Focus on delivering exceptional service and resolving issues efficiently to ensure high levels of customer satisfaction. (Required)

Licenses and Certifications:

Certified Information Systems Security Professional (CISSP) An advanced-level certification for IT pros serious about careers in information security. Offered by (ISC)², CISSP is designed to prove security expertise. (Preferred)

Cisco Certified Network Professional (CCNP): A certification for network engineers to maximize their foundational networking knowledge, helping in the management of T-Mobile’s wireless networks. (Preferred)

Project Management Professional (PMP) An internationally recognized professional certification offered by the Project Management Institute (PMI), which attests to the holder's expertise in project management. (Preferred)

ITIL Expert Certification: Certification that demonstrates advanced knowledge in ITIL practices, focusing on ITIL Incident Management which is crucial for this role. (Preferred)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):No

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Base Pay Range: $122,400 - $220,800

Corporate Bonus Target: 20%

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, https://paylookup.t-mobile.com/paylookup?reqID=REQ307582&paradox=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, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.