Job Summary
A Field Application Engineer (FAE) plays a critical role in providing technical support and expertise. Your primary responsibility will be to ensure the successful integration and utilization of products and solutions within the customer's environment. You will serve as the bridge between technical teams and customers, helping to troubleshoot issues, offer solutions, and build strong customer relationships.
Duties and Responsibilities
- Provide on-site and remote technical support to customers, assisting with product installation, configuration, and troubleshooting.
- Develop in-depth knowledge of products and solutions, staying up-to-date with new features and updates.
- Conduct product demonstrations and training sessions to educate customers on product capabilities and best practices.
- Diagnose and resolve technical issues promptly, collaborating with internal engineering and support teams as needed.
- Create and maintain technical documentation, including installation guides and troubleshooting procedures.
- Gather customer feedback and insights to provide input for product improvements and enhancements.
- Manage and coordinate technical projects, ensuring successful implementation and customer satisfaction.
- Provide quality after-sales support
- Experience on delivering professional services on voice gateways and session boarder controllers (SBC), Microsoft Teams, Zoom and Webex a plus
- Knowledge and experience in networking, telephony and VoIP an advantage
Requirements and Qualifications
- Diploma or Bachelor's degree in Electrical Engineering, Computer Science, or a related field.
- Proven experience in a technical role, such as application engineering, technical support, or related positions.
- Strong technical proficiency in relevant technologies and products.
- Excellent problem-solving and troubleshooting skills.
- Effective communication skills, both verbal and written, with the ability to convey complex technical information to non-technical audiences.
- Customer-focused mindset.
- Ability to work independently and collaboratively in a dynamic and fast-paced environment.
- Willingness to travel to customer sites as required.
- Strong organizational skills and attention to detail.
Preferred Certificates
- Certified Information Systems Security Professional (CISSP)
- AudioCodes Certified Associate
- Microsoft 365 Certified Security Administrator Associate
- Microsoft 365 Certified Teams Administrator Associate
- Microsoft Certified Azure Fundamentals
