Principal Field Application Engineer

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.

Airties is looking for a Customer Operations Engineer (COE) based in Airties’ Austin, Texas office to handle broadband operator customers in US. COE 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.

Location: Austin, Texas

JOB RESPONSIBILITIES

• 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 escalate 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 interaction 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.
• 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.
• Responsible for supporting the Quality and Environmental Management Systems by complying with applicable ISO 9001 and ISO 14001 requirements relevant to their role, including risk awareness, process improvement, and sustainability practices.
• As Airties employee you are responsible for maintaining compliancy with relevant Laws and compliancy programs such as but not limited to: Information Security, Data Privacy, Quality, Environmental, Business continuity and disaster recovery as defined by the various policies and procedures defined within Airties.

QUALIFICATIONS

• BSc or higher degree in EE or similar technical field is required.
• 5+ 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/products: TCP, UDP, Ethernet, and Wi-Fi protocols is mandatory.
• Experience with broadband, xDSL, IPTV, and streaming video technologies is required.
• 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 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 is required. Demonstated examples of such initiatives will be asked during application.
• Shell/Python scripting knowledge is a plus.

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.