Sr. Field Application Engineer/Customer Operations Engineer (US)Airties • New York, New York, United States
Sr. Field Application Engineer/Customer Operations Engineer (US)
Airties
- New York, New York, United States
- New York, New York, United States
Über
Airties offers broadband operators advanced Wi‑Fi solutions and services to allow them bring an improved user experience for their subscribers. The Airties portfolio includes Smart Wi‑Fi software, a cloud‑based experience management platform with its companion app and data engine. Our company also offers expert, bespoke engineering and testing services.
Globally, Airties is the most widely deployed provider of Smart Wi‑Fi solutions to network service providers and our technologies are driving a better-connected user experience in more than 35 million homes.
Introduction Airties is looking for a Field Application Engineer/Customer Operations Engineer to handle broadband operator customers in the US. An FAE is the primary technical point of contact to Airties customers. This is a multi‑faceted role that supports product pre‑sales, acceptance, launch and post‑deployment phases, requiring communication internally and externally at all levels, providing fast and high quality response to customers and being the customer advocate to internal teams.
What you will do:
Provide onsite 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 explaining current products and solutions, sending samples, conducting trials and proof‑of‑concepts
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 questions real time on site and elevate appropriately
Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
Work closely with Engineering teams to investigate, assign, and resolve defects. Deploy software defect fixes at customer sites. Document each customer issue/request using Airties ticket management system
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
Provide regular reports on field services and/or tests performed. Travel to customer sites to rectify problems when/if necessary
Work with the customer's staff to train and develop operations capability on Airties' products
Support alpha and beta tests of new Airties products at customer sites
Provide feedback to Sales, Product, and Engineering teams to improve Airties products
Promote Airties products at customers and establish strong lasting customer relationships
What you should ideally bring:
Bachelor’s or higher degree in Network Engineering, EE or similar technical field is required
5+ years professional experience of which 2+ years of hands‑on field experience in networking in a customer‑facing role delivering professional services is required
Excellent communication, presentation and reporting skills in English is mandatory. This job requires extensive oral communication skills to deal with customer’s teams, and written communication skills to produce reports and technical notes to customers. Demonstration of oral and written English proficiency will be required during application
Strong understanding of network protocols/standards: TCP, UDP, IP, Ethernet, Wi‑Fi protocols, and IEEE 802.11 standards is mandatory
Knowledge of network tools like Wireshark, tcpdump, Iperf, etc. Shell/Phyton scripting knowledge is a plus
General understanding of AWS and similar cloud technologies along with Tableau, Databricks and Grafana
Linux and very comfortable with CLI in various environments
Expert in remote access tools and applications: Telnet / SSH / SCP / TFTP / Serial Console
Experience with broadband, IPTV, and streaming video technologies is big plus
Experience with Customer Premise Equipment devices, residential gateways, set top boxes is required. Familiarity with CPE management software solutions is a plus
Ability to travel within short notice is required. This position requires international travel up to 50% of work time.
Airties has a zero tolerance to discrimination policy. In this regard, during the course of the evaluation of your job application and during all your employment relation, if any, all discriminatory factors such as race, sex, sexual orientation, social gender definitions/roles, color, national or social background, ethnicity, religion, age, disablement, political opinion or any status that is protected under law shall be totally disregarded.
*By applying to this job opening, you agree, acknowledge and consent to the transfer of your personal data by Airties to outside of Turkey; in particular to its subsidiaries.
*By applying to this job opening, you agree, acknowledge and consent to the transfer of your personal data by Airties to its headquarters established in Turkey.
Seniority level Mid-Senior level
Employment type Full-time
Job function Telecommunications
#J-18808-Ljbffr
Sprachkenntnisse
- English
Hinweis für Nutzer
Dieses Stellenangebot stammt von einer Partnerplattform von TieTalent. Klick auf „Jetzt Bewerben”, um deine Bewerbung direkt auf deren Website einzureichen.