Customer Operations Engineer 3

The Customer Operations Engineer 3 role is a senior technical position focused on designing, implementing, certifying, and managing complex on-premises and cloud-based customer solutions. You will operate at a Tier 3 level, resolving sophisticated technical issues while supporting field engineers, customers, partners, vendors, and internal teams.

About the role

• Provide expert real-time inbound and outbound Tier 3 technical support to field engineers, customers, partners, third-party vendors, and internal teams during product installation, troubleshooting, certification, and ongoing support.
• Design, implement, certify, and manage complex on-premises and cloud-based solutions with a focus on reliability, scalability, and security.
• Collaborate with project managers, implementation coordinators, and support leadership to install and support SD-WAN services and associated technologies and equipment.
• Work across technologies including Meraki, Velo, FortiGate, EdgeMarc, Adtran, Cisco, Polycom, BroadSoft, and other networking and communications platforms.
• Independently test hardware and software for both new and existing products, including full product certification, user acceptance testing, API testing, and troubleshooting.
• Develop detailed laboratory test plans, test reports, process documentation, training materials, and engineering handoff documentation.
• Partner with customers, product teams, sales, and engineering to diagnose and resolve complex technical challenges.
• Provide technical expertise and guidance to lower-tier support teams, helping improve troubleshooting capabilities and operational effectiveness.
• Manage multiple priorities simultaneously, responding quickly to critical technical needs while maintaining quality and attention to detail.
• Contribute to the continuous improvement of operational processes, product readiness, documentation, and engineering standards.

Requirements

• Strong analytical thinking and advanced problem-solving capabilities, with the ability to troubleshoot complex technical issues independently.
• Strong teamwork, communication, and customer-facing skills, with the ability to work effectively with technical and non-technical stakeholders.
• Demonstrated ability to work under pressure, make sound and calculated decisions, and respond effectively in fast-paced operational environments.
• Experience developing and documenting detailed laboratory test plans, test cases, and technical reports.
• Knowledge of IP networking protocols, including OSPF, BGP, and MPLS technologies such as MP-BGP, RSVP, and LDP.
• Experience with Microsoft Teams and Cisco Webex, including integration with VoIP customer-premises equipment.
• Experience with virtual cloud infrastructure, particularly VMware vSphere.
• Strong understanding of SIP protocols and related applications, including hosted PBX and SIP trunking, is highly desirable.
• Experience with SD-WAN technologies and networking equipment such as Meraki, FortiGate, Cisco, Adtran, or comparable platforms is valuable.
• Ability to operate with a high degree of independence while maintaining a trustworthy, accountable, and collaborative work ethic.
• Strong technical communication skills and the ability to create clear documentation and training resources for engineering and support teams.

Benefits

• Remote work: Full-time position with a USA-based remote work arrangement.
• Career development: Opportunity to grow within a technically advanced engineering and operations environment.
• Tech exposure: Hands-on experience across SD-WAN, networking, cloud infrastructure, VoIP, communications, and emerging technology solutions.
• Collaboration: Regular interaction with customers, field engineers, product teams, sales, engineering, project management, and support leadership.
• Professional growth: Opportunities to expand technical expertise through complex troubleshooting, product certification, testing, and implementation initiatives.
• Inclusive workplace: Commitment to diversity, inclusion, equal opportunity, and employment decisions based on qualifications, merit, and business needs.
• Meaningful impact: A critical role supporting the reliability, scalability, security, and quality of customer-facing technology services.