Level 2 ISP Field Application Engineer; FAE

TP-Link Systems Inc. is currently seeking a Level 2 ISP Field Application Engineer.

The role focuses on our ISP broadband access product lines, including PON, Wi‑Fi Router, Mesh and 4G/5G FWA solutions, supporting our global and North American ISP customers.

The L2 ISP Field Application Engineer will support ISP pre‑sales engineers & sales engineers and Level 1 Support Specialists, assisting with technical solution discussions, interoperability validation, deployment readiness activities, and troubleshooting network‑related issues in a timely and efficient manner.

Additionally, this role supports acceptance testing activities, escalates complex issues to R&D teams when necessary, and ensures that all incidents are resolved according to service level agreements.

Candidates should possess strong knowledge of carrier‑grade networking technologies and ISP deployment environments.

• Handle complex issues escalated from pre‑sales & sales team and Level 1 Support Specialists, providing timely and effective solutions to minimize impact on ISP customers.
• Deliver remote and on‑site technical support for troubleshooting and resolving ISP product deployment and interoperability issues.
• Analyze technical requirements for ISP customer bids and proposals and support solution validation and acceptance testing activities.
• Collaborate with sales and engineering teams to ensure successful implementation of ISP broadband access solutions.
• Work directly with key U.S. ISP customers to address inquiries, support technical solution deployment, ensure satisfaction, and build long‑term technical relationships.
• Deliver training sessions to internal teams (e.g., U.S. or subsidiary pre‑sales & sales team) to enhance their technical expertise on ISP solutions and deployment scenarios.
• Conduct technical training for external ISP customers to help them better understand deployment, provisioning, and operation of TP‑Link ISP products.
• Update and maintain internal knowledge bases with technical sharing, troubleshooting processes, interoperability testing experience, best practices, and solutions.
• Gather feedback from customers regarding product performance, interoperability behavior, and usability in ISP network environments.
• Participate in the validation and testing of new ISP products to ensure technical readiness for carrier deployment and market entry.

• Bachelor’s degree in computer science, information technology, telecommunications, electrical engineering, or a related field.
• 3+ years of experience in technical support, network solutions, ISP broadband access environments, or carrier‑related roles.
• Strong understanding of networking protocols (e.g., TCP/IP, UDP, DNS, DHCP) and network architectures (e.g., LAN/WAN, VLAN, VPN).
• Hands‑on experience with networking devices, including Wi‑Fi routers, Mesh, PON (GPON/XGS‑PON), and 4G/5G FWA devices.
• Familiarity with ISP provisioning and management technologies such as TR‑069 / TR‑181 is a plus.
• Proficiency in analyzing logs, packet captures, and designing technical solutions.
• Experience with bid analysis and crafting technical solutions for ISP customers is a plus.
• Excellent written and verbal communication skills in English.
• Strong customer service mindset with a proactive approach to problem‑solving in ISP customer environments.
• Ability to work collaboratively with cross‑functional teams supporting carrier‑level deployments.
• Respond to urgent cases, including those requiring attention outside of regular working hours.
• Experience providing training to internal teams and external ISP customers.
• Familiarity with technical support for ISP‑level clients and broadband deployment environments.

• Base Salary Range: $95,000 - $125,000

• Free snacks and drinks
• Fully paid medical, dental, and vision insurance (partial coverage for dependents)
• Contributions to 401(k) funds
• Bi‑annual reviews, and annual pay increases
• Health and wellness benefits, including free gym membership
• Quarterly team‑building events

We are dedicated to providing equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.