New

Sr Engineer, Technical Support

T-MOBILE USA, Inc.
$87,700 - $158,300Corporate Bonus Target: 15%
life insurance, vision insurance, flexible benefit account, paid time off, paid holidays, tuition assistance, 401(k)
United States, New Jersey, Parsippany
4 Sylvan Way (Show on map)
Jul 26, 2025
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 This is not a traditional support engineering role. This is a strategic, cross-functional position for someone who wants to solve hard problems, design systems that scale, and help people work smarter not just fix what is broken. We are looking for someone who sees the big picture, thrives in operational complexity, and enjoys enabling others through creative, structured solutions. Supports end-to-end production network and solutions design review, validation, testing, and operations acceptance for all new or expansion nodes, platforms, or services introduced into T-Mobile's Voice, Data, Messaging, and Mobile Internet wireless networks. Performs diagnostic investigation into complex customer-impacting network issues to resolve and identify root causes. Provides technical leadership, guidance, and advice to other engineers who are diagnosing, troubleshooting, testing, and operating the network. Evaluates and reports on design, reliability, and maintenance problems to the relevant T-Mobile design or vendor organizations and provides design recommendations to improve the overall customer experience and to drive long-term service improvements. Position serves as primary interface between T-Mobile and its Vendors for technical escalation and problem management of production network issues, and to provide technical solutions for the system and end-users. In addition to strong technical expertise, we are looking for someone who can think holistically, anticipate operational needs, and guide change across a decentralized environment. The right candidate will enjoy solving complex, unstructured problems and turning them into repeatable systems and tools. You should be confident engaging with stakeholders, building shared understanding, and developing frameworks or solutions that can scale nationally. Success in this role depends on your ability to blend technical depth with creativity, structure, and clear communication. Preferred Qualifications Experience designing or implementing scalable operational tools, processes, or systems Ability to bring structure to ambiguity and work through undefined or evolving challenges Strong stakeholder engagement skills, with experience partnering across engineering, field operations, and business teams Demonstrated ability to influence without authority and drive adoption through clarity, credibility, and enablement Familiarity with platforms like SharePoint, Power Automate, Office Scripts, or other low-code solutions used to automate or streamline workflows Ability to document technical issues and solutions in a clear, accessible format for a variety of audiences Comfortable managing multiple priorities and switching between tactical and strategic work Skilled at identifying patterns across systems, surfacing insights, and building guidance others can use Curious, improvement-minded, and energized by collaborative problem solving Job Responsibilities: Resolves highly complex technical design or service issues that cannot be resolved through normal operations and maintenance procedures and provides leadership for root cause analysis to drive issue resolution and limits impact to the customer. Assist with rpi/rfp/rfq processes for new technologies and collaborate with T-Mobile engineering, product development and vendor technical organizations when required to drive long-term product improvements. The principal engineer is required to engage in vendor management issues, coordinate updates for the national, regional and market teams. Develops proactive initiatives geared towards exceeding network KPIs. Approves technical bulletins written by other members of the Tier 2 organization. Develops and delivers training programs and supports documentation to other departments on new operation, maintenance and troubleshooting procedures. Produces technical bulletins in order to provide short term work-around solutions and guidance on current Network issues. This consistently requires a great deal of "out of box" thinking and complex analysis of software problems within the network. Provides leadership to others within the position's team or customers' team. Leads Engineering and Vendor teams with the validation of new products and services to ensure trouble free network introduction. This position will provide expert consultative support during major software upgrades as well as recommend network parameter settings Education and Work Experience: Bachelor's Degree (Preferred) 4-7 years Engineering and Operations experience within the telecommunications industry. Required Knowledge, Skills and Abilities: Communication (Required) Troubleshooting (Required) Technical Support (Required) Problem Solving (Required) Analytics (Required) Customer Service (Required) 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: $87,700 - $158,300 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, click here. 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.