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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
