Field Support Engineer

Overview

The Field Support Engineer serves as a crucial link between our advanced communication solutions and our customers. This role ensures seamless integration, deployment, and ongoing support of 4G/LTE and 5G systems. The primary purpose is to deliver expert technical assistance, conduct comprehensive training, and demonstrate our products  capabilities both remotely and onsite while maintaining strong customer relationships and staying at the forefront of industry advancements to drive customer satisfaction.

• Collaborate with defense customers to integrate our 4G/LTE and 5G solutions into their existing communication infrastructure.
• Ensure seamless installation, configuration, and testing of communication systems.
• Customize solutions to meet specific operational requirements and mission-critical needs.
• Provide remote and onsite technical support to diagnose and resolve communication system issues.
• Conduct root cause analysis and implement corrective actions to maintain system integrity.
• Work closely with the development and engineering teams to report and resolve software and hardware issues.
• Develop and deliver comprehensive training sessions for customers on the use and maintenance of 4G/LTE and 5G communication systems.
• Create training materials, user guides, and documentation to support customer education.
• Conduct ongoing training to update customers on new features, enhancements, and best practices.
• Act as the primary point of contact for technical inquiries and maintain strong relationships with customers by providing timely and effective support.
• Gather customer feedback and work with the product team to drive continuous improvement.
• Assist the sales team with technical presentations and demonstrations of 4G/LTE and 5G communication solutions.
• Provide pre-sales technical support, including solution design and assistance with technical proposal preparation.
• Participate in customer meetings to understand requirements and propose suitable communication solutions.
• Stay updated on industry trends, new technologies, and product developments in 4G/LTE and 5G communications.
• Document support activities, solutions, and best practices.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Conduct product demonstrations to showcase the capabilities and benefits of our 4G/LTE and 5G technologies, tailoring demonstrations to defense customers  needs and collecting feedback to inform product improvements and support strategies.
• Performs other related duties as assigned.

• This position involves a combination of remote work and onsite visits to customer locations. The candidate must be adaptable to working in different environments, including home offices, customer facilities, and field locations.
• The candidate will frequently work at defense customer sites, which may include secure military bases, field operation areas, and other remote locations with strict security protocols.
• Onsite work may occur in outdoor settings and under various weather conditions; the candidate must be prepared to work in challenging environments.
• The role requires regular handling of technical equipment, including computers, communication systems, and testing tools, and may involve exposure to electromagnetic fields and other technical factors.
• The position involves regular travel to customer sites, including potential international travel; flexibility with travel schedules and time zones is essential.
• The candidate must adhere to all safety and security protocols at customer sites and during field operations, including compliance with military and defense regulations and maintaining confidentiality of sensitive information.

Education: Bachelor s degree in Electrical Engineering, Telecommunications, or related field. Experience may be substituted for education.

Licenses/Certificates: CCNA, CWNP, CompTIA Network+, CompTIA Security+, CLP, 5G certifications from recognized institutions, or relevant military communications certifications preferred.

Experience: Minimum of 3+ years in technical support, systems integration, or related roles,…