Field Application Engineer provides troubleshooting support services including receiving requests via help desk, phone, email, or in-person, entering requests into ticketing system, troubleshooting, and resolving problems, and is the primary technical resource for the support team responsible for solving complex network or systems level issues and conducting equipment installation/ configuration/ integrations. The following are typical functions:
61 Provide Remote or On-Site Support
The FAE must respond to all client queries. This position may require working after hours as well as a presence remote or on-site as required. The professional collaborates with peers in the organization to devise suggestions for expediting maintenance and troubleshooting procedures and documents all relevant field activities.
61 Troubleshooting and Debugging
The FAE confers with customers in initial deployment troubleshooting, including debugging new hardware and software. The FAE must have a good understanding of optical networks and should consult all relevant information of the client network when making troubleshooting decisions.
61 Operation & Maintenance
The FAE offers guidance and training to the client personnel to educate them about the product operation and maintenance procedures. The FAE also sustains necessary facility support with analyzing issues and giving suggestions in a timely manner.
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Job tasks include but not limited to the following responsibilities:
61 Function as the first and main point of contact for customers on any complaints, inquiries, and systems issues. Develop technical relationships and maintain high customer satisfaction.
61 Monitor tickets 24x7, respond to customers per SLA and notify technical support team in time. Collaborate with customers to clarify/ identify faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution.
61 Provide remote or on-site troubleshooting support through analyzing issues, conducting research, developing resolutions, utilizing the escalation process to resolve customer service issues.
61 Assess and validate RMA/Advance Replacement. Work with R&D and QA to conduct root cause analysis and archive conclusions. Maintain tools, properly calibrated test equipment and test bed in the lab to reproduce field issues and evaluate/repair faulty modules.
61 Maintain accurate records of all customer issues and requests, including the procedure to resolve the issue, dates and times, and the individuals involved in the case. Review data to identify emerging failure trends and provide recommendations to reduce network down time and improve maintenance practices and advise on equipment configuration and workflow.
61 Conduct training and provide product guidance to customers on system operation. Understand and convey customer requirements to sales/marketing/PLM and engineering teams. Update technical manual and reference guides with the recent product updates and developments.
61 Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, and software bring-up.
61 Support technical interchange meetings and program plans development relating to problem analysis, engineering dispositions and in-house technical support. Review the complexities of the technical issues, help define design deficiencies, and provide product feedback to R&D teams.
61 Perform other work-related duties as assigned
Qualifications and Skills:
Required:
61 Fluent English reading, speaking and writing skills are required.
61 BS Electrical Engineering or Computer Science degree or equivalent required
61 3+ years of customer facing experience
61 Knowledge and understanding of the OSI Network Reference Model, Optical communication(DWDM/SDH/OTN/MSA) and Network Management Protocol(SNMP/SDN) is required.
61 Experience on debugging issues in the Unix/Linux environment is required.
61 Experience with writing script( Python, Tcl and VBA etc.) will be given priority
61 Excellent analytical, interpersonal and communication skills with decision-making, problem resolution and creative thinking skills. Strong planning and organization skills with an ability to prioritize work.
61 Ability to work with internal and external teams using office software, remote communication tools, helpdesk platform and project management software.
61 Require documentation and inductive capabilities. Good at summarizing and summarizing typical customer cases, writing process documents, debugging manuals, etc.
Preferred:
61 Be a resourceful initiative-taker, working independently without direct supervision in a fast-paced entrepreneurial environment with ability to adapt to changing circumstances.
61 Ability to productively multi-task activities with shifting priorities in a pressurized environment.
61 Proven customer success record of being dependable and accountable for all aspects of the job.
61 Possess expert level of knowledge and customer applications of network hardware, software, and configuration in optical communications systems with the latest technological trends.
61 Demonstrate strong problem-solving abilities and critical thinking through combining technical knowledge with real world maintenance experience.
