Sr. Field Application Engineer​/Customer Operations Engineer

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.

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.

• 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

• 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…