Field Application Engineer

AirTies Kablosuz İletişim San. ve Dış. Tic. A.Ş

We are looking for Field Application Engineer (FAE) to work in the FAE Team at Istanbul Office. 

Job Requirements 

• BSc or higher degree in Electronics & Electrical Engineering or similar technical field is required
• 5+ years of hands-on field experience in networking in a customer facing role delivering professional services is required
• Strong understanding of network protocols/products: TCP, UDP, Ethernet, and WiFi protocols is mandatory •
• Experience with broadband, xDSL, IPTV, and streaming video technologies is required
• Excellent communication, presentation and reporting skills in English is mandatory
• Familiarity with Linux OS and basic build environment to make simple configuration changes is desirable
• This job requires extensive oral communiation skills to deal with customer teams, and written communication skills to produce reports and technical notes to customers. Demonstration of oral and written English will be required during application
• Experience with Customer Premise Equipment devices, residential gateways, set top boxes is required. Familiarity with CPE management software solutions is a plus 
• Ability to work independently with a high degree of initiative and good judgment under high stress situations is required. Demonstated examples of such initiatives will be required during application
• Ability to travel within short notice is required. This position requires extensive international travel up to 75% of work time 

 Job Description

• Provide onsite installations, product trials and deployments, and other professional services to AirTies customers. Work with customers in the field cooperating with the sales, project, product and technical management teams
• Support sales efforts by presenting and explaining products, sending samples, conducting trials and proof-of-concepts
• Escalate product customization and localization needs to Product, Engineering, and Technical Support management
• After product release, take responsibility for recording, tracking and handling defects and technical feedback. Conduct first level root-cause analysis, issue replication and answer technical question real time on site and escalate appropriately
• Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
• Work closely with Engineering teams to investigate, assign, and resolve defects. Deploy software defect fixes at customer sites
• Document each customer interaction using AirTies ticket management system
• Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution. Respond to requests for technical information and assistance in a timely and professional manner
• Effectively lead customer technical engagements, including managing, troubleshooting and resolving difficult systems and networking issues
• Provide clear and concise reports on field services and/or tests performed
• Travel to customer site to rectify problems when/if necessary 
• Work on multiple projects and follow up on various tasks to ensure timely support and execution
• Work with the customer's staff to train and develop operations capability on Airties' products
• Facilitate alpha and beta tests of new AirTies products at customer sites
• Gather information and customer feedback regarding the competition during customer visits
• Provide feedback to Sales, Marketing, Engineering and Test teams to improve Airties products
• Promote Airties products and build strong lasting customer relationships  

AirTies has a zero tolerance to discrimination policy. In this regard, during the course of the evaluation of your job application and during all your employment relation, if any, all discriminatory factors such as race, sex, sexual orientation, social gender definitions/roles, colour, national or social background, ethnicity, religion, age, disablement, political opinion or any status that is protected under law shall be totally disregarded.