Field Support Engineer

Description

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

• 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 our 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.
• 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 assist 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.
• Tailor demonstrations to address the specific needs and use cases of defense customers.
• demonstrations to inform product improvements and customer 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. These environments may have strict security protocols and varying conditions.
• Onsite work may occur in outdoor settings and under various weather conditions. The candidate must be prepared to work in environments that may be hot, cold, wet, or otherwise challenging.
• The role requires regular handling of technical equipment, including computers, communication systems, and testing tools. The work environment may involve exposure to electromagnetic fields and other technical equipment‑related factors.
• The position involves regular travel to customer sites, including potential international travel. The candidate must be flexible with travel schedules and able to adjust to different time zones and cultural environments.
• The candidate must adhere to all safety and security protocols at customer sites and during field operations. This includes complying with military and defense regulations and maintaining the confidentiality of sensitive information.

Bachelor’s degree in Electrical Engineering,…