CPE (Customer Premises Equipment)Technical Investigation Engineer - Home Hub

CPE (Customer Premises Equipment)Technical Investigation Engineer - Home Hub/Broadband

My client a global telecoms provider is currently seeking a highly skilled CPE Technical Investigation Engineer to join their Home Hub In-Life team. This role is focused on the rapid investigation, replication, and diagnosis of complex customer and operational issues affecting my client's Home Hubs and associated CPE devices.

• The successful candidate will take ownership of challenging technical issues from initial escalation through to root cause identification, acting as the bridge between In-Life Operations and the firmware development teams. You will be responsible for recreating real-world customer issues within laboratory environments, producing high-quality technical evidence, and driving resolution through supplier and development teams.
• Above all, they are looking for someone who is technically curious, tenacious in pursuing root cause, and an excellent communicator who can clearly articulate complex technical issues to engineers, suppliers, and senior stakeholders alike.

What you'll be doing

• Lead technical investigations into complex customer-impacting issues across Home Hubs, Wi-Fi systems, Digital Voice, and associated CPE products.
• Analyse logs, telemetry, packet captures, crash dumps, and customer evidence to identify likely causes of service failure.
• Design and execute laboratory test scenarios to rapidly reproduce field issues and validate hypotheses.
• Work closely with firmware development teams, chipset vendors, and suppliers to drive root cause analysis and defect resolution.
• Produce detailed technical reports, defect documentation, and reproduction steps to support prioritisation and fix development.
• Support major incidents and high-profile escalations by providing expert technical diagnosis and recommendations.
• Develop investigation tools and automation using Python and Linux-based environments.
• Validate fixes and improvements before deployment into the customer base.
• Identify trends and recurring failure modes across the Home Hub estate and proactively drive customer experience improvements.

Skills and Experience

• Proven technical expertise in consumer devices, Embedded systems, and broadband CPE products.
• Strong practical experience testing and troubleshooting Home Hubs, gateways, or Embedded networking devices.
• Strong Python skills and a solid understanding of Linux.
• Strong understanding of TCP/IP Networking and broadband technologies.
• Good knowledge of Wi-Fi standards, RF fundamentals, and Wi-Fi chipset behaviour.
• Wi-Fi chipset and driver troubleshooting.
• Broadband technologies including FTTP, IPv4/IPv6, Digital Voice, TR-069/TR-369.
• Core dump and crash analysis.
• Jira, Git, GitLab, and automated test frameworks.
• Home networking, IoT devices, and customer connectivity services.
• Excellent diagnostic, troubleshooting, and root-cause analysis capability.
• Experience analysing technical logs, network captures, and system diagnostics.

Ability to work effectively with engineering, development teams and suppliers to drive technical investigations to conclusion.