Forward Deployed Engineer

goTenna•Fairfax, VA

48d•$100,000 - $130,000•Hybrid

About The Position

The Forward Deployed Engineer is an integral part of the goTenna Customer Experience Team that manages the technical aspects of our company’s relationship with customers that use our Pro line of products. Pro customers include, but are not limited to, local and national Public Safety organizations, U.S. and international military, and other federal government agencies. You will provide accurate technical service and support before and after the point of sale to include both onsite and virtual training, and equipment installation, ensuring customer satisfaction throughout the customer journey. As our Forward Deployed Engineer, in addition to being a critical member of our Customer Experience Team, you will also work closely with all of our Marketing, Sales, Product, Engineering, and Solutions Architect teams. On the product and engineering side, you will be instrumental in advocating for our customers by proactively identifying issues and enabling an effective voice of the customer (VOC) program to propose product enhancements, new functionality and new products. On the business development side, you will help win new business by assisting in RFP’s, demos, trade shows and Q&A sessions. As a Forward Deployed Engineer, you should expect your time to be spent between these activities: Technical Support, conducting Onsite/Virtual Training, equipment installations, working with Product and Engineering and supporting Business Development with demo’s, trade shows, and Q&A. Up to 50% travel may be required.

Requirements

6+ years of professional experience, preferably deploying or utilizing technology products in a Public Safety or Military organization. Some of your experience should have been related to tactical communications
Solid technical background with hands on experience in digital technologies
An ability to grasp customers’ needs and suggest timely solutions
Exceptional organizational, presentation, and verbal + written communication skills
Strong analytical and problem-solving skills
Physical ability to carry 30 pounds of equipment and work in austere conditions
Experience with CRM tools and ticketing systems such as Salesforce or Jira
A highly motivated self-starter with outstanding planning and organizational skills with the ability to work independently and communicate effectively
A tech-savvy professional, able to explain technical details and requirements to both a non-technical audience and an extremely technical audience via onsite and virtual engagements.
A problem-solver with a strong work ethic that can execute and provide quick and effective resolutions to our customers questions
Someone who is customer/service oriented and enjoys building strong customer relationships
A strategic thinker and planner that is adept at thinking outside the box and has a bias for action
Able to lift 30 lbs.
An evangelist for our product

Nice To Haves

A passion for dealing in tactical communications and technology
Operational experience such as prior active-duty military, law enforcement, or Public Safety experience (either as a full time or volunteer), including but not limited to: emergency management, search & rescue, wildland firefighting, disaster response, etc.
Passion for goTenna and our mission to build a distributed communication network from the ground-up!

Responsibilities

Engage with Public Safety, Military, and other Pro customers
Monitor and answer support requests relating to all of our Pro line of products
Document current use cases, issues, and opportunities
Provide regular reports to leadership on product and customer performance in order to help develop future strategies and roadmap
Work cross-functionally with other departments such as Product Management and Engineering in order to successfully troubleshoot technical issues
Ensure compliance with all regulatory requirements
Conduct both Virtual and Onsite training and equipment installations with Customers
Support technical presales activities, such as on-site or virtual customer demos
Support business development activities such as RFPs, demo, trade shows, etc.
Stay up to speed on the latest technological advancements in our industry as well as the latest employment criteria of our customers