Senior Customer Support Engineer

Job not on LinkedIn

🔥 8 minutes ago

🏄 California, Texas – Remote

🏄 California – Remote 🤠 Texas – Remote

💵 $100k - $120k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Celona

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

💰 $60M Series C on 2022-03

Healthcare • Logistics • Manufacturing

Celona is a pioneering company specializing in private 5G networks, offering highly reliable and secure wireless connectivity at affordable costs. Their cutting-edge technology includes Aerloc, a zero trust solution for securing private 5G networks. Celona's products and services are designed to support industries such as manufacturing, oil and gas, and healthcare by transforming unreliable connectivity into mission-critical reliability with automation. They provide turnkey industrial-grade solutions that are easy to integrate with existing networks, focusing on security with telco-grade encryption and deep integration with enterprise security services. Celona aims to make cellular connectivity as accessible to industrial organizations as Wi-Fi, promoting the future of industrial automation with private 5G and zero trust security.

📋 Description

• Provide pre- and post-sales technical support to customers, sales teams, and partners for Celona 5G solutions • Own complex customer and field issues end to end, including fault and root cause analysis, technical action plans, and driving issues to resolution • Simulate and reproduce customer issues in the lab to understand failure modes • Analyze packet captures, logs, and network traces across RAN, core, and enterprise network layers • Escalate hardware and software deficiencies and bugs to development and QA teams • Provide clear, reproducible defect reports • Participate in serviceability enhancement reviews • Travel to customer sites for troubleshooting, training, and business reviews • Work with field and installation teams on deployments and on-site issue resolution • Provide technical cross-training to colleagues, QA, and development teams • Mentor junior support engineers • Use AI tools to speed up log analysis and troubleshooting • Document recurring diagnostic steps as reusable AI skills and work with an AI Developer Engineer to build them

🎯 Requirements

• 5-7 years of experience working in a customer support, technical support engineering, or field support role • Bachelors degree from an accredited college or university required in computer science, software engineering, networking, or related field • Demonstrated knowledge of Linux, Bash, and Python scripting • Expert-level IP networking fundamentals: IPv4/IPv6, switching, routing, VLANs, VRRP • Packet-level understanding of ARP, DHCP, UDP, TCP, and ICMP • Strong experience analyzing packet captures and performing protocol-level troubleshooting • Working knowledge of firewalls, security policies, and access control lists • Working knowledge of Kubernetes, containers, microservices, and cloud-native architecture • Strong oral and written communication skills with ability to document findings clearly • Experience with REST APIs and API-based integrations • Strong experience with 5G architecture, private cellular networks, or carrier-grade wireless solutions • Understanding of 5G protocols, radio access networks (RAN), or edge computing • Experience using AI tools for troubleshooting, analysis, or problem-solving • Familiarity with LLM capabilities and limitations • Ability to document troubleshooting workflows in a structured way that can be reused • Candidates should have demonstrated experience in at least seven of the following areas: hands-on troubleshooting of 5G/LTE private networks; enterprise network troubleshooting; field engineering and installation team collaboration; packet capture analysis using Wireshark or similar; CBRS or spectrum-sharing deployments; lab issue reproduction; pre-sales technical engagement; engineering and QA escalation; runbooks, knowledge base articles, or training material • Certifications in networking (CCNA, CCNP) or wireless technologies

🏖️ Benefits

• Celona will reimburse your home office expenses • Health benefits • Flex PTO • Participation in Celona’s 401(k) retirement savings plan • Eligible for participation in Celona’s employee stock option plan

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