Senior Field Service Engineer

In this role, you will assist other engineers with advanced troubleshooting and testing new installation procedures and products. You will be responsible for field installation and support of our products, providing remote support to our customer base, assisting customers with hardware and software upgrades, and being the interface for New Product Introductions. You will help customers configure equipment and assist in scripting automation. Additionally, you'll provide training on product operations to our customers, either one-on-one or in small groups, and collaborate closely with other teams to ensure high customer satisfaction. Your duties will involve participating in customer technical assistance troubleshooting conference calls, managing the segregated local network infrastructure, deploying and maintaining remote connectivity to customer networks from our local support office, and enhancing customer monitoring tools. You will also participate in an on-call rotation to provide 24x7 support to our customers and may travel around 25-50% of the time, including domestic and international travel. Furthermore, you'll test, troubleshoot, isolate, and provide additional information to Engineering to resolve customer product issues, while collaborating with the Implementation Manager to improve deployment methods and processes. Documentation and knowledge transfer across multiple groups within and outside the company will also be a critical part of your role.