Field Service Engineer

Introduction to Fuse:

Fuse builds innovative communications, networking, and computing solutions that improve the sharing of information, video, text, and voice among operators distributed throughout the airborne, maritime, and ground environments. We are a Technology firm creating in-house software, network and hardware solutions that support our noble cause of advancing warfighter capabilities with elegant, user-focused communications, networks, and software systems.

About this role:

Fuse is looking for a Field Service Engineer for troubleshooting, support, installation, testing, and documentation of Fuse's user interface (UI) for military systems and sensors. This Field Service Engineer develops test cases and runs scenarios to ensure operability and quality of software pre-deployment. The Field Service Engineer is responsible for uncovering defects and working with software and systems engineers to correct the deficiencies. This position requires up to 50% travel, as this person will be responsible for traveling to various locations CONUS and OCONUS to support software installation, test events, or troubleshooting efforts. Ideal candidates will have experience in testing and troubleshooting military networks, systems, and/or sensors. Must be a nimble self-starter who is passionate about enhancing operator capabilities with user-focused communication, network, and software systems.

What you'll do:

• Support test, troubleshooting, and integration with existing military systems
• Define installation plans and procedures to include V&V success criteria and initial user training
• Participate in the creation and maintenance of comprehensive test documentation, plans, standards, and reports
• Develop installation guides and user manuals, and troubleshooting guides
• Develop and implement training for end-user at install site
• Analyze test data, develop test reports, system diagrams, technology briefs and presentation
• Utilize advanced troubleshooting skills and root cause analysis to facilitate timely resolution of customer issues, often under high-pressure and escalated situations.
• Solve and address issues from initial contact through resolution, raising critical support issues from customers to the appropriate internal channel
• Ensure issues and solutions are relayed to IR&D and production teams to be integrated into future techniques, practices, and procedures
• Research, replicate and report bugs and work with the necessary teams to prioritize issues for resolution
• Work closely with the engineering team to share customer insights and enhance our product based on customer experience and needs
• Utilize support/diagnostic tools, case management systems, use/update knowledge base articles, and communicate effectively through case documentation
• Conduct and support test planning, execution, and post event reporting
• Validate and verify system functionalities and UI display accuracy and reliability
• Analyze test data, develop test reports, system diagrams, technology briefs and presentations
• Provide on-site and distance operational support for up to 50% travel