Forward Deployed Engineer

goTenna is the world's leading mobile mesh networking company, providing off-grid connectivity solutions for smartphones and other devices, as well as augmenting traditional communications networks. This technology enables mobile, long-range connectivity without cell, Wi-Fi, or satellite connectivity. goTenna's products are currently in use by law enforcement, military, and public safety agencies worldwide. goTenna is a wholly owned subsidiary of Forterra, a leading provider of ground autonomy solutions for the US Department of Defense and other organizations.

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 other federal government agencies. You will provide accurate technical service and support before and after the point of sale to include both onsite and virtual training, and equipment installation, 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 all of our Marketing, Sales, Product, Engineering, and Solutions Architect teams. On the product and engineering side, you will be instrumental in advocating for our customers by proactively identifying issues and enabling an effective voice of the customer (VOC) program to propose product enhancements, new functionality and 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 your time to be spent between these activities: Technical Support, conducting Onsite/Virtual Training, equipment installations, working with Product and Engineering and supporting Business Development with demo’s, trade shows, and Q&A.

Responsibilities

• 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 and equipment installations with Customers
• Support technical presales activities, such as on-site or virtual customer demos
• Support business development activities such as RFPs, demo, trade shows, etc.