Sr. Customer Support Engineer

Description

Celona has led the evolution of private 5G from an emerging technology to critical infrastructure across some of the world's most demanding industries and environments. Today, Celona is defining a new category of enterprise wireless purpose-built for physical and agentic AI - converging private 5G, Wi-Fi, public cellular, and satellite into a unified wireless fabric with agentic intelligence built in. The result is a deterministic wireless foundation purpose-built for the AI-native enterprise, connecting AI agents, autonomous machines, and the people who work alongside them.

Celona is seeking a Sr. Support Engineer to provide pre- and post-sales technical support to customers, sales teams, and partners for Celona LTE/5G solutions. This is a hands-on support engineering role focused on resolving customer issues, especially on 5G networks. You will be the expert on whom customers and field teams rely when something breaks. This role requires that you also help make the whole support team more effective: when you solve a recurring problem, you document it in a form that can become a shared AI skill, working with an AI Developer Engineer to build it. Customer outcomes come first; AI skill work multiplies that impact.

If you love solving difficult 5G and networking problems and want your fixes to help the whole team, this role is a good fit for you.

This is a remote position based in the Dallas Ft. Worth, TX area, requiring that you work from home. Celona will reimburse your home office expenses. You will be required to travel to the San Francisco Bay Area to attend initial training and subsequent training for new product launches.

Requirements

Customer Issue Resolution

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: perform in-depth fault and root cause analysis, formulate technical action plans, and drive issues to resolution with clear, timely communication to the customer.

Lab Reproduction & Root Cause Analysis

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 to isolate the root cause.

Escalation & Defect Resolution

Determine when escalation is needed and work with development and QA teams to drive resolution of hardware and software deficiencies and bugs. Provide clear, reproducible defect reports. Participate in serviceability enhancement reviews.

Field Support & Team Enablement

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, and mentor junior support engineers.

AI-Assisted Support (supporting responsibility)

Use AI tools to speed up log analysis and troubleshooting. When you resolve a recurring issue, document the diagnostic steps in a form that can become a shared AI skill, and work with the AI Developer Engineer to build it. This is part of the job, but it supports customer resolution rather than replacing it.

Required Qualifications

• •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

You should also have experience in the following areas:

5G & Wireless Expertise

• •Strong experience with 5G architecture, private cellular networks, or carrier-grade wireless solutions
• •Understanding of 5G protocols, radio access networks (RAN), or edge computing

AI Collaboration Skills

• •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

Preferred Experience

Candidates should have demonstrated experience in at least seven of the following areas:

• •Hands-on experience troubleshooting 5G/LTE private networks, including deployments, RAN, core network, or UE attach and connectivity issues.
• •Enterprise network troubleshooting experience across campus LAN/WLAN, WAN, firewalls, and network segmentation.
• •Experience working with field engineering and installation teams on customer site deployments and on-site issue resolution.
• •Experience with packet capture analysis (Wireshark or similar) on mobile core, RAN, or enterprise network interfaces.
• •Experience with CBRS or other spectrum-sharing deployments.
• •Experience reproducing field-reported issues in a lab environment to isolate root cause.
• •Experience with pre-sales technical engagement, including customer discovery, solution validation, or proof-of-concept support.
• •Experience escalating complex issues to engineering and QA teams with clear, reproducible defect reports.
• •Experience creating runbooks, knowledge base articles, or training material for other engineers.
• •Certifications in networking (CCNA, CCNP) or wireless technologies.

Compensation

The expected salary for this position is $100,000 - $120,000 per year depending upon experience and qualifications. The position includes health benefits, flex PTO, participation in Celona’s 401(k) retirement savings plan, and eligible for participation in Celona’s employee stock option plan.