Level 2 ISP Field Application Engineer (FAE)
About The Position
TP-Link Systems Inc. is seeking an independent, energetic, technology-driven professional to become a part of our North American ISP Field Application Engineering team. This position will focus on our ISP broadband access product lines, including PON, Wi-Fi Router, Mesh and 4G/5G FWA solutions, supporting our global and North American ISP customers. The L2 ISP Field Application Engineer will support ISP pre-sales engineers & sales engineers and Level 1 Support Specialists who maintain first contact with ISP customers, assisting with technical solution discussions, interoperability validation, deployment readiness activities, and troubleshooting network-related issues in a timely and efficient manner. Additionally, this role supports acceptance testing activities, escalates complex issues to R&D teams when necessary, and ensures that all incidents are resolved according to service level agreements. Candidates should possess strong knowledge of carrier-grade networking technologies and ISP deployment environments.
Requirements
- Bachelor’s degree in computer science, information technology, telecommunications, electrical engineering, or a related field.
- 3+ years of experience in technical support, network solutions, ISP broadband access environments, or carrier-related roles.
- Strong understanding of networking protocols (e.g., TCP/IP, UDP, DNS, DHCP) and network architectures (e.g., LAN/WAN, VLAN, VPN).
- Hands-on experience with networking devices, including Wi-Fi routers, Mesh, PON (GPON/XGS-PON), and 4G/5G FWA devices.
- Proficiency in analyzing logs, packet captures, and designing technical solutions.
- Excellent written and verbal communication skills in English.
- Strong customer service mindset with a proactive approach to problem-solving in ISP customer environments.
- Ability to work collaboratively with cross-functional teams supporting carrier-level deployments.
- Respond to urgent cases, including those requiring attention outside of regular working hours.
- Familiarity with technical support for ISP-level clients and broadband deployment environments.
Nice To Haves
- Familiarity with ISP provisioning and management technologies such as TR-069 / TR-181 is a plus.
- Experience with bid analysis and crafting technical solutions for ISP customers is a plus.
- Experience providing training to internal teams and external ISP customers.
Responsibilities
- Handle complex issues escalated from pre-sales & sales team and Level 1 Support Specialists, providing timely and effective solutions to minimize impact on ISP customers.
- Deliver remote and on-site technical support for troubleshooting and resolving ISP product deployment and interoperability issues.
- Analyze technical requirements for ISP customer bids and proposals and support solution validation and acceptance testing activities.
- Collaborate with sales and engineering teams to ensure successful implementation of ISP broadband access solutions.
- Work directly with key U.S. ISP customers to address inquiries, support technical solution deployment, ensure satisfaction, and build long-term technical relationships.
- Deliver training sessions to internal teams (e.g., U.S. or subsidiary pre-sales & sales team) to enhance their technical expertise on ISP solutions and deployment scenarios.
- Conduct technical training for external ISP customers to help them better understand deployment, provisioning, and operation of TP-Link ISP products.
- Update and maintain internal knowledge bases with technical sharing, troubleshooting processes, interoperability testing experience, best practices, and solutions.
- Gather feedback from customers regarding product performance, interoperability behavior, and usability in ISP network environments.
- Participate in the validation and testing of new ISP products to ensure technical readiness for carrier deployment and market entry.
Benefits
- Base Salary Range: $95,000 - $125,000
- Free snacks and drinks
- Fully paid medical, dental, and vision insurance (partial coverage for dependents)
- Contributions to 401k funds
- Bi-annual reviews, and annual pay increases
- Health and wellness benefits, including free gym membership
- Quarterly team-building events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
