goTenna is foundationally disrupting the +$50B global mobile Mesh Networking (MANET) industry with communications solutions 40x more cost-effective, 12x lighter, 10x smaller and 6x longer-lasting than anything else on the market. goTenna Pro tactical mesh radios are deployed by the U.S. Military, FEMA and CALFire to enable real-time situational awareness and mission-critical comms during in comms-denied environments when cell, wifi, and satellite are unavailable. The next generations of goTenna's products will expand into IoT, IIoT, ASIC, and mass-market consumer and emerging markets applications. About the role 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 government agencies. You will provide accurate technical service and supportbefore and after the point of sale to include both onsite and virtual training, 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 both our Public Safety Business Development, Product, and Engineering teams. On the product and engineering side, you will be instrumental in advocating for our customers and enabling an effective voice of the customer (VOC) program to propose product enhancements, new functionality and even 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 to spend 60% of time on Technical Support, 20% of time conducting Onsite/Virtual Training, 10% of time working with Product and Engineering and 10% of time supporting Business Development with demo's, trade shows, and Q&A. Up to 50% travel may be required. Key activities 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 with Customers Stay up to speed on the latest technological advancements in our industry as well as the latest employment criteria of our customers Required skills and attributes Requires a bachelor's degree in Engineering or Business 8+ year 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 Experience with CRM tools and ticketing systems such as Salesforce or Zen Desk 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 An evangelist for our product It'd be awesome if you had Experience leading a team of technical support personnel A passion for dealing in tactical communications and technology Work in or volunteer experience for a Public Safety organization/agency, including but not limited to: emergency management, search & rescue, wildland firefighting, disaster response, tactical law enforcement, etc. An affinity for people who like telling jokes, sharing funny links, do cool stuff outside work, and try to be creative about team-building (e.g. survival skills training, murder mystery dinner theater, shuffleboard tournament, Mafia/Werewolf). Passion for goTenna and our mission to build a distributed communication network from the ground-up!Salary Range: NAMinimum Qualification8 - 10 years Associated topics: building code, construction, department of transportation, draft, draw, function, land, remediation, road, superstructure
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