Sr. Field Application Engineer/Customer Operations Engineer (US)

Airties; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Opportunities for travel

Professional development support

Job summary

A prominent telecommunications provider is seeking a Sr. Field Application Engineer to support broadband operator customers across the US. This role involves hands-on product installations, sales support, and resolving customer issues in real-time. The ideal candidate will have a Bachelor's degree in a relevant technical field and over five years of experience in networking. Excellent communication skills and the ability to travel extensively are mandatory. Join to enhance user experiences through innovative Wi-Fi solutions.

Qualifications

• 5+ years of professional experience in a customer-facing networking role.
• Strong understanding of network protocols like TCP/IP and Ethernet.
• Ability to travel internationally up to 50% of work time.

Responsibilities

• Provide onsite installations and product trials for customers.
• Support sales efforts with product demonstrations and trials.
• Resolve technical issues and provide updates to customers.

Skills

Excellent communication skills

Expert in network protocols

Problem-solving

Customer relationship management

Education

Bachelor’s or higher degree in Network Engineering, EE or similar

Tools

Wireshark

AWS

Linux

Job description

Sr. Field Application Engineer/Customer Operations Engineer (US)

At Airties we are on a mission to empower broadband operators to deliver a better-connected home experience for their subscribers. We have an exciting story to tell, and we want you to help us tell it!

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