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 Technical Solutions Engineering (TSE) role is a visionary, strategist, analytical thinker, customer evangelist, leader of execution, and professional relationship builder all rolled into a single dynamic package. They support the national footprint of Business and Government Accounts for escalations and information. The TSE additionally provides support by solutioning and evolving products and services to enhance the customer experience to keep on the edge of technology advances.
This role provides engineering level support by using the most sophisticated engineering diagnostic tools in combination with advanced knowledge and skills in networking, devices, RF, network components, configuration, protocol and compatibility. This includes the investigation and troubleshooting of chronic, complex, unresolved issues and/or overall product related troubles. These issues are complex in nature, often have global impacts to customers, are time sensitive, and escalated to the highest executive levels due to the revenue at risk for the largest business accounts at T-Mobile.
The TSE as a member of the Field Incident Response Engineering (F.I.R.E.) team is a critical component of the overall end-to-end process feedback loop, identifying and partnering with all teams involved to identify and execute process improvement opportunities.
Job Responsibilities:
• Engineering technical support to the TFB teams while deftly resolving concerns
o Technical Escalations - Customer follow up and closure
o Troubleshooting - Technical voice and data product support
o Subject matter expert in all things T-Mobile (focus on wireless)
o Deep-rooted network knowledge is critical
• Resolving customer concerns that extend beyond the normal channels
o Engineering experience to resolve highly complex concerns
o Queue management - Calls/email/IM/Conferences
o Customers will rely heavily on the TSEs ability to move things forward
o Be a self-starter that has great execution skills with the ability to motivate others to progress the resolution with urgency
• Verbal and Written Communication Skills are Critical
o Assist with updates to company knowledge base documents
o Correspond with elite positions where superior written skills are necessary
o Need to be comfortable with handling VIP clients and C-Level visibility
o Act as a liaison to the field and provide reoccurring updates on impacting topics and outages
o Depending on the topic, TSE will use email, conference calls, and other collaboration tools (Skype, Slack, WebEx, etc.)
• Cross Functional Collaboration is key
o Plays Well with Others / Team Collaboration / Interpersonal Relationships
o Work closely with Network Engineering and partner teams to support network development efforts, evaluation, tests, and new product / service rollouts
o Consults product and back-office teams as needed on new, highly complex launches
o Feedback loop on emerging concerns and mitigation
• Work in a fast-paced, high-intensity environment to deliver results for customers
o De-escalation skills are critical
o Executive presence
o Business Acumen is heavily leveraged
o Prioritizing and time management skills are a must, not negotiable
o Support workstreams from all lines of the business while managing workload and updating stakeholders consistently
o Provide feedback to back-office teams and consult on additional trainings that may be necessary for the frontline
o Curate and deliver training to the field on impacting topics, services, tools, etc.
o Work with back-office teams to ensure processes and procedures are up to date in internal intranet (C2)
o Continuing education to stay up to date on technology advancements and new products
Education:
College Degree and/or 2-Years relevant work experience (Preferred)
Work Experience:
Knowledge, Skills and Abilities:
Licenses and Certifications:
• At least 18 years of age
• Legally authorized to work in the United States
Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
Base Pay Range: $87,900 - $158,600
Corporate Bonus Target: 15%
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=REQ306425¶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, 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 [email protected] 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.
What We Do
T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint.
