Field Application Specialist

1 week ago


Seattle, Washington, United States Airties Full time
Job Summary

Airties is seeking a highly skilled Field Application Specialist to join our team in Seattle, WA. As a key member of our customer-facing team, you will be responsible for delivering exceptional technical support and services to our broadband operator customers in the US.

Key Responsibilities
  • Provide on-site installations, product trials, and deployments, as well as other professional services to Airties customers.
  • Support sales efforts by explaining current products and solutions, sending samples, conducting trials, and proof-of-concepts.
  • Evaluate and escalate product customization and localization needs of the customer to Product, Engineering, and Technical Support management.
  • Record, track, and handle defects and technical feedback from the customer, conducting first-level root-cause analysis, issue replication, and answering technical questions in real-time.
  • 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, deploying software defect fixes at customer sites.
  • Document each customer interaction using Airties' ticket management system.
  • Provide ongoing, regular updates to customers to keep them informed 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 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.
  • Gather information and customer feedback regarding competition when possible.
  • Provide feedback to Sales, Product, and Engineering teams to improve Airties products.
  • Promote Airties products at customers and establish strong, lasting customer relationships.
Requirements
  • Bachelor's degree in Electrical Engineering or a similar technical field.
  • 10+ years of professional experience, with 5+ years of hands-on field experience in networking in a customer-facing role delivering professional services.
  • Excellent communication, presentation, and reporting skills in English.
  • Strong understanding of network protocols/products: TCP, UDP, Ethernet, and Wi-Fi protocols.
  • Experience with broadband, xDSL, IPTV, and streaming video technologies.
  • Experience with Customer Premise Equipment devices, residential gateways, set-top boxes.
  • Ability to travel within short notice, with extensive international travel up to 50% of work time.
  • Ability to work independently with a high degree of initiative and good judgment under high-stress situations.
  • Shell/Python scripting knowledge is a plus.


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