Title System Engineer Location: Dallas, TX (onsite) Description Client is looking for a System Engineer to provide advanced technical support to our customers in North America, large Internet Service Providers for our Fiber & Fixed Wireless CPE product lines.
Familiar with the latest Hardware & Software technologies for Broadband operators, the System Engineer will contribute to innovative projects from initial concept specification and pre-sales activities to customer certification for commercial deployment and feature evolutions. Hands-on and well organized, the System Engineer will be instrumental in tailoring complex solutions meeting or exceeding customer expectations and will drive problem resolution and troubleshooting.
The System Engineer will interface with multiple teams inside the organization, Product Engineering, Sales, external partners, chipseters, Software companies, external labs, and multiple teams of our customers. He/She will ensure accuracy of customer requirements, tracking of priorities and deliveries, and proper response to escalations. He/She will assist in building reporting tailored to multiple audiences and creating impactful material for communications to customers.
Responsibilities • Help capture requirements and collect Product specifications • Act as Subject Matter Expert on Client site • Drive technical communications with customers to ensure perfect adequation of proposed solutions to customer needs • Support the Product Manager in building project schedules in line with customer expectations • Support the delivery of Software releases or new feature releases • Drive resolution of JIRA tickets with our customer and our engineering teams • Organize test results, troubleshooting logs, ticket reproduction information, and new requirements detailed descriptions • Production of internal and external reporting on support activities and project calls
Work with the Sales team to manage customer expectations and satisfaction
Skills and Knowledge • Familiarity with Broadband technologies such as PON, IP, Voice over IP, IPTV, Cable, Fiber, Wireless (4G, 5G), Ethernet, WiFi, TR069, Mesh, IoT, Cloud-based solutions • Quality of Service • Excellent oral & written communication in English • Ability to network inside a customer account and address technical communication with technical and non-technical people all the way to SeniorExecutive Management • Ability to work with remote teams in multiple time zones across North America, EMEA, and Asia • Good organization skills and autonomy to work on multiple project streams in parallel