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16 dec. 2021

Field Application Engineer

To support Icotera’s growth plans, we are looking for a Field Application Engineer (FAE).

The Field Application (FAE) is UK Based 100% Remote working and is responsible for supporting our customers in the UK as well as the current team being the Technical Program Manager (TPM) and the Sales Director in growing and onboarding the Network Operator and ISP business in the UK. It is also expected that the person will be doing some Support Engineer (SE) tasks for the UK customer base. Principally this involves acting as a local Field support engineer as well as going to customer sites and demonstrating the features and functions of the range of Icotera CPE devices, monitoring platforms, Wi-Fi App and Other elements of the business.

  • FAE related duties:
    • Assist customer to understand all products and perform demo for various field applications.
    • Install and configure system and perform troubleshoot on process and resolve issues.
    • Provide technical support to customer and configure services.
    • Analyze customer requirement and ensure product meet customer requirements appropriately.
    • Coordinate with Research and Development team, identify issues and resolve same.
    • Administer various field applications for customers and provide support to on feature requirements for software.
    • Develop and determine various product features, participate in tests and prepare documents for same.
    • Participate in technical meetings and prepare training programs for customers (configuration, operation, helpdesk).
    • Analyze applications and recommend expert advice for same.
    • Maintain knowledge on industry trends and resolve all design issues.
    • Support the Icotera sales with excellent technical pre-sales knowledge.

  • SE related duties: 
    • Single point of Contact for all technical questions of Customer in presales, sales, and post sales phase.
    • Responding to customer support requests in our Jira support system.
    • Taking a part in BEM preparation meeting with Sales once a week or on request.
    • Answering customer technical questions.
    • Performing deep technical analysis of incidents reported by customers in order to evaluate and describe problems.
    • Finding and executing replication scenarios for reported cases if necessary.
    • Collecting feedback from customers after products are delivered.

  • Other tasks:
    • Defines and executes Product and Network Demonstrations tailored to Customer requirements in Presales Phase.
    • Maintain localized product information, such as strategic roadmaps, local customer adaptation requirements etc. and feed customer requirements into relevant Product Manager functions.
    • Cooperation with the local commercially responsible, including customer/case reporting, priorities etc.
    • Directly responsible for answering RFQ/RFI/RFP material from new and existing customers, in close coordination with the local commercial responsible, and the R&D team.
    • Support in maintaining customer records in cloud-based CRM.
    • Frequent travel to customer sites must be expected.

  • Technical skills:
    • Understanding of common OS, SW concepts and telecommunication networks and components.
    • Understanding of the following technologies: Ethernet, VLAN, 802.11, USB, ATM, GPON, DOCSIS and DSL.
    • Basic understanding of the TCP/IP protocol suite (incl. NAT, ALG, VPN, UPnP, DNS, DHCP, PPPoE). Preferably also in an IPv6 context.
    • Basic understanding and knowledge of XML, LINUX.
    • Understanding concepts of the following applications and their underlying technologies: VoIP (SIP/MGCP), IPTV (IGMP/multicast), TR69 and DLNA/UPnP AV.
    • Experience with IP routers/gateways and IP networks in general, plus debug tools such as wireshark.
    • Knowledge of problem-analysis/troubleshooting.

  • Personal skills
    • Ability to make people like you within 5 minutes.
    • Have a desire to always be up to date with the latest innovations.
    • Pronounced interest for the customer and the ability to excite him/her for our solutions.
    • Great abilities to persuade (verbal and written).
    • Able to interact with customers at all levels.
    • Ability to communicate with all kinds of people no matter their level in the organization.
    • Bridge builder – capture requirements from the customer, and translate to meaningful messages to the business.
    • Can work independently and are a quick learner.
    • Willing to take on a responsibility and show leadership.
    • Willing to continuously learn new technologies, methods, theories, frameworks, etc.
    • Not afraid to say no, if you do not have the time required.
    • Not afraid to ask for help.

  • Icotera offers
    • Exciting and challenging everyday life.
    • A company where there is not far from bottom to top.
    • An environment using the newest technology.

How to apply
Please send your application and resume to esp@icotera.com. Deadline is January 15th 2022.

If you have any questions about the position, please contact Chief Commercial Officer, Erik Søe-Pedersen at +45 22406062.

About Icotera
Icotera delivers innovative gateway and software solutions to leading fiber operators in Europe. With customized solutions, 24/7 support and unique software, Icotera is a leading provider of high-quality fiber-based Internet, TV, telephone and smart home solutions with endless possibilities for network operators and end users. Icotera has its headquarters in Copenhagen, Denmark, research and development center in Szczecin, Poland and production in China at some of the world's leading manufacturers.

Field Application Engineer