Field Installation Engineer

Job Description: Field Installation Engineer (On-Site)

Summary/Objective:

The Field Engineer II will work closely with Customer team on-site and other NetNumber technical teams (remotely) in the course of providing installation, integration, and launch support for NetNumber products. They could be involved in every phase of product installation and support and must be able to solve complex technical problems while maintaining an awareness of schedules/costs. The Field Engineer II will also review and validate/improve project plans, processes, and documentation with the customer and NetNumber’s support/product teams improve the overall delivery process.

Responsibilities

Internal and External

• Travel locally as needed to Customer’s Engineering offices, conforming to security and access policies as directed by Customer
• Coordinate between Customer and NetNumber team work-requests and provide deliverables in a timely fashion
• Support evening testing/deployment sessions if requested by customer, understanding that the next day’s workday will be appropriately abbreviated
• Proactively communicate with the Customer; to include first-line Customer managers
• Work closely with NetNumber SDM (Program Manager) and NetNumber Support Manager in support of testing, deployment schedules, and support SLAs
• Demonstrate ability to directly isolate and resolve complex software/system defects on customer systems
• Build and execute software / system test plans as directed by the Customer
• Document/troubleshoot defects as directed by customer, supporting NetNumber efforts to resolve the issues
• Notify and escalate Customer concerns with NetNumber’s products and support to the appropriate NetNumber project/management teams
• Work closely with project management teams to build detailed and thorough project plans highlighting any issues/risks
• Complete low-level design documentation in support of system configuration
• Install Operating System, Layered Product, and Application Software
• Work closely with customer teams to develop and execute customer acceptance test plans
• Work closely with management and other teams to improve the overall delivery process

Required Education and Experience

• Computer Science / Engineering degree (BA) and/or an equivalent of 3-5 years relevant experience
• 3-5 years performing direct Tier 2 and above customer project support in a Telecommunications/IT environment (vendor-side)
• Good verbal and written communication skills, both face to face and remotely

Technical Knowledge

• Must have 3-5 years of telecommunications experience and knowledge of telecommunications networks (ex. IMS) and protocols (ex. ENUM, SIP, HTTP, SS7/Sigtran(ANSI and ITU) )
• 3-5 years proven track record of performing a technical delivery role of at least 2-3 years of the following products (DNS/ENUM, Number Portability, Routing Engines, CRE )
• 3-5 years performing direct Tier 2 and above customer support in a Telecommunications/IT environment (vendor-side)
• Experience working with virtual environments (VMware/KVM/OpenStack/AWS)
• Competent working in Linux based OS environments