Field Solutions Engineer

Field Solutions Engineer Our client is a well-established, globally operating manufacturer of commercial laundry and cleaning solutions. With a strong heritage spanning decades, they have built a reputation for innovation, reliability, and customer-centric engineering. Their product portfolio serves hospitality, healthcare, industrial, and facility management sectors across North America and beyond. The company is committed to delivering connected, intelligent systems that optimize operational efficiency for their customers. They are seeking talented technical professionals to support their growing ecosystem of smart, networked devices and digital solutions. Key Responsibilities - Connectivity R&D & Testing: Lab testing of gateways, access points, VLANs, and firmware; defines blessed network baselines and change checklists to ensure reliability. - Escalation Engineering (Tier 3 / VIP): Owns P1/P2 connectivity and platform incidents; performs deep technical troubleshooting and engages Engineering for root cause analysis; closes the loop with support playbooks and known-error articles. - Field Enablement: Creates knowledge bases, runbooks, decision trees, and distributor guides; trains Support team on emerging patterns and best practices. - VIP & Strategic Customer Support: Provides direct support for pre-install design, complex triage, and post-mortems for VIP and high-visibility accounts; delivers clear, timely updates to internal stakeholders. - Onsite Readiness: Conducts planned site visits for pilots, complex installations, and challenging incidents to ensure customer success. - Feedback to Product: Files structured bugs with reproducible test cases and telemetry gaps; proposes roadmap improvements to product teams. - Tier 3 Queue & Quality: Monitors VIP / Tier 3 queues for aging, SLA risk, and repeat issues; ensures tickets contain clear issue descriptions, troubleshooting steps, and resolutions. Must-Haves - 5-8 years of hands-on experience in networked/IoT support or solutions engineering; deep expertise in networking fundamentals. - Strong technical foundation: TCP/IP, DHCP/DNS, VLANs, Wi-Fi (controller/AP deployment), VPNs, TLS/certificate management, firewall/NAT, packet capture & analysis. - Linux/CLI proficiency and experience with incident leadership and escalation management. - Excellent written communication skills; ability to create clear, comprehensive knowledge bases and runbooks for technical teams. - Outstanding customer commitment: works outside normal business hours when needed, demonstrates excellent communication, and shows persistence in solving customer problems. - Excellent organizational skills; ability to manage workload and multiple priorities simultaneously while meeting deadlines. - Strong analytical mindset; data-driven, detail-oriented, with curiosity to understand complex systems and troubleshoot systematically. Nice-to-Haves - Scripting experience (Python / Bash) for network automation and troubleshooting. - Cloud logging and observability experience (Grafana, Prometheus, CloudWatch, or similar). - Experience with Mobile Device Management (MDM) or edge gateway deployments. - ITIL certification or formal IT service management training. - Experience enabling distributors and channel partners through technical training and documentation. Whats in it for you? - Direct influence on product roadmap and strategy through your technical insights and field learnings. - High-impact technical role working with VIP customers and solving complex, real-world connectivity challenges. - Opportunity for onsite engagement and travel; direct interaction with customers and field teams. - Leadership pathway: potential to mentor junior engineers and shape team capability development. - Competitive compensation and comprehensive benefits package. - Culture of continuous improvement and innovation; commitment to employee development and growth.