Field Application Engineer

Department Mission
  • Become a part of the bigger picture and get ready to make important contributions to the development of innovative solutions.
  • To build a quality and comprehensive error-free technology infrastructure, establish and maintain an effective operational environment with 99.99% run time, and deliver quality, prompt, cost-effective, and reliable technology services to serve the best impossible experience for customers.
Role
  • You are primary technical point of contact with existing and prospective customers. This is a multi-faceted role that supports product pre-sales, acceptance, launch and post deployment phases by communicating internally and externally at all levels and providing fast and high-quality support to customers and being the customer advocate to internal teams.
Authority
  • Direct communication with customers
  • Supports product pre-sales, acceptance, launch and post deployment phases
  • Customer advocacy on internal meetings
  • Proposing new solutions and strategies
Responsibility
  • Provide on-site installations, product trials and deployments, and other professional services to AirTies customers. Work with customers in the field cooperating with AirTies Sales, Project, Product and Engineering teams.
  • Support sales efforts by presenting and explaining products, sending samples, conducting trials and proof-of-concepts
  • Lead technical RFI/RFP response process working with Engineering and Product teams. Capture requirements from the customer. Provide specific problem definitions, environmental factors, and solutions to create solutions for business needs.
  • Escalate product customization and localization needs of the customer to Product, Engineering, and Technical Support management
  • After product release, take responsibility for recording, tracking and handling defects and technical feedback from the customer. Conduct first level root-cause analysis, issue replication and answer technical question real time on site and escalate appropriately.
  • Provide timely and effective resolution to support requests according to internal and external SLA
  • Work closely with Engineering teams to investigate, assign, and resolve defects. Deploy software defect fixes at customer sites.
  • Document each customer interaction
  • Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution. Respond to requests for technical information and assistance in a timely and professional manner.
  • Effectively lead customer technical engagements, including managing, troubleshooting and resolving difficult systems and networking issues
  • Provide clear and concise reports on field services and/or tests performed
  • Travel to customer’s site to rectify problems when/if necessary
  • Work on multiple projects and follow up on various tasks to ensure timely support and execution
  • Work with the customer’s staff to train and develop operations capability
  • Facilitate alpha and beta tests of new products at customer sites
  • Gather information and customer feedback regarding the competition during customer visits
  • Provide feedback to Sales, Marketing, Engineering and Test teams to improve products
  • Promote AirTies products and build strong lasting customer relationships
Requirements
  • BSc or higher degree in EE or similar technical field is required
  • 10+ years of professional experience in the industry
  • 5+ years of hands-on field experience in networking in a customer-facing role delivering professional services
  • Solid knowledge of network protocols/products: TCP, UDP, Ethernet, and Wi-Fi protocols are mandatory
  • Experience with broadband, xDSL, IPTV, and streaming video technologies is required
  • Familiarity with Linux OS and basic build environment to make simple configuration changes is desirable
  • Excellent communication, presentation and reporting skills in English
  • Experience with Customer Premise Equipment devices, residential gateways, setup boxes are required. Familiarity with CPE management software solutions is a plus
  • The capability of work independently under pressure is required.
  • Ability to travel within short notice is required
  • Leading team experience is a plus
Benefits

It’s always a good idea to include the benefits of the job the company will provide such as:

  • Flexible hours to give you freedom and increase productivity
  • Life insurance for you and your family members
  • Work remotely in the comfort of your home
  • Free Gym membership so you can stay in shape
  • Fun and energetic weekly team bonding events
  • etc.

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