Customer Field Support Engineer

Job Responsibility:

Our Company

We're looking for people who want to revolutionize wireless network monitoring and intelligence.

We're an ambitious, diverse, closely knit team of RF experts who are driven to redefine how wireless spectrum is monitored and managed. If you're team focused, willing to work hard to change the game, and are compelled to innovate, we'll put you in a position to make a difference. We offer our employees a competitive total rewards package, ongoing development opportunities and a flexible work environment.

Our Call to Action

More and more, wireless spectrum is fundamental to our society. How do we best ensure this critical resource is always available and properly managed? The current approaches are cumbersome, expensive, and ineffective. We see the world differently . We are developing cutting edge solutions and deploying them with world class partners to deliver disruptive solutions that keep our world humming. We aren't interested in “more of the same”, we are all about better. We love challenges and delivering over and above what our customers expect.

The Opportunity

ThinkRF has an opportunity for a Customer Field Support Engineer to join our Support team in providing product technical and application support to our global customers. You will also support our development team in verification activities for new products and new features related to customer applications for our Spectrum Experience Management (SXM) solution and Real Time Spectrum Analysers (RTSA).

The position is based in Ottawa, Canada and work must be conducted from the labs at our headquarters in Kanata, Ontario. In addition, some travel to different global locations is required to provide on-site support to clients.

Role & Responsibilities

Customer Support:

• Gain an understanding of customer use cases, software and hardware performance and limitations to provide technical expertise to customers and work to resolve issues and ensure smooth deployment of our solutions.
• Provide first-level technical support to customers experiencing issues with our products and services, including troubleshooting and guiding users through corrective steps.
• In some instances, after engaging Engineering on unresolved customer issues provide second level technical support to customers.
• Collaborate closely with the development team and Operations team to escalate more complex issues and record bugs as needed, ensuring effective containment, resolution, corrective and preventative actions and compliance with service level agreements.

Field Support:

• Install and configure hardware, software, and network systems at client sites and support client acceptance of the same.
• Diagnose and repair hardware or software issues on-site or remotely.
• Provide technical support and troubleshooting for clients, often under time constraints.
• Provide onsite training or guidance on how to use installed systems.
• Maintain detailed records of services provided, including issues encountered and solutions implemented.

Product Verification:

• Collaborates with Engineering on H/W and S/W verification.
• Participates in the verification and evaluation of new features or improvements in thinkRF products.
• Gather and relay customer feedback to product management and the development team during customer trials or early stage deployments.
• Contributes to customer technical documentation including Installation manuals, user manuals and trouble-shoot guides.

Qualifications

• 5 years work experience with wireless communication systems with experience in field support, applications engineering or customer support and including experience with 2G/3G/4G/5G technologies.
• Working knowledge of RF test and measurement, spectrum monitoring, subsystem hardware and software control, data processing and cloud computing.
• A strong interest in technology and eagerness to apply customer success principles in engagements with our customers.
• Strong analytical and problem-solving skills, including software and hardware troubleshooting
• Excellent verbal and written communication skills in English and Spanish (required).

Personal Attributes

• Resourceful, motivated and interested in improving customer experience and sharing expertise with others
• Outstanding work ethic and commitment to organizational success
• Ability to work collaboratively in a team environment. In addition, this role requires a strong technical background, excellent problem-solving and communication skills, and the ability to work independently under varying conditions.
• Strong organizational, planning and scheduling skills

ThinkRF is an equal opportunity employer, and we encourage applications from candidates of all backgrounds, origins, ages, orientations, genders, creeds and religions. ThinkRF accommodates people with disabilities throughout the recruitment and selection process, and beyond. If contacted regarding your application for this position, please advise us of any accommodations you may require.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Stock options
• Vision care
• Work from home

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Kanata, ON: reliably commute or plan to relocate before starting work (preferred)

Experience:

• field support: 2 years (preferred)

Language:

• Spanish (required)

Work Location: In person