Head of Customer Deployment Engineering

This is a technical leadership role, the Director of a team of Plume Customer Deployment Engineers whom provide technical deployment support to Plume’s Enterprise customers and their various technical teams.  The role covers team leadership/planning, process definition/implementation/tracking, project/account/implementation management, and feature design. As a player/coach this person will be responsible for developing and maintaining expertise on the customers systems and processes as it relates to Plume’s platform.

Customer Deployment Engineers are required to develop and maintain an expertise in the relevant Plume products and ensure a high level of customer satisfaction.  In addition to knowledge on the Plume Products, our CDEs are expected to be the front line of communication with the customer as it relates to triaging issues, helping define requirements for new features, coordinating other plume functions, representing Plume’s platform capabilities such as Pods, Gateway Device, APIs, Data, roadmaps, and firmware integrations.   

Responsibilities: 

• Work closely with Communication Service Providers (CSPs), Enterprise customers, and internal team members ensuring good understanding of Plume solutions and capabilities (current and future). 
• Provide both strategic and day-to-day technical expertise and support team members, strategic accounts, and escalations.
• Act as subject matter expert and technical liaison between Plume technical teams and other vendors of Customers such as ODM’s, SOC vendors, and OSS/BSS API vendors in the effort of implementing technical deployment projects. 
• Drive diagnosis, troubleshooting and thorough testing of escalated high impact production issues that are not easily reproducible.
• Lead cross-functional customer experience review sessions with Product and Engineering to support development of innovative solutions. Communicate clear and actionable recommendations towards product improvement (including bug fixes and new features) during these sessions, and manage prioritization of these requests.
• Coordinate the definition of requirements for new features, design and ultimately development and deployment.
• Author and edit technical documentation for the Customer Deployment team and Communication Service Providers. 
• Conduct workshops, presentations, meetings on-site with customer pursuit of deployment projects
• Hire, develop, and lead an inclusive, engaged, and high performing Customer Deployment Engineering team within an assigned region/market
• Assist Customer Deployment Engineers in their career growth plans through enablement and development plan creation
• Provide ongoing interpersonal and technical coaching to Customer Deployment Engineers
• Track team KPIs and provide internal leadership with written formal updates

Qualifications:

• Education Requirements: BS in Computer or Electrical Engineering or related technical field, or equivalent with 5+ years of relevant industry experience. 
• 7+ years of experience in a Field Applications Engineering or Support 
• 3+ years of experience leading teams with a track record of developing and maintaining communications in a cooperative and professional manner with all levels of staff and customers
• A demonstrated understanding of the key technology components that make up Cloud such as microservice, CI/CD, virtualization, and system architecture. 
• A good understanding of Networking (wireless and wired), workloads/applications, and API’s
• Proficient verbal and written technical communication in English. 
• Proficient usage of collaboration tools like Salesforce, Jira, & Confluence.
• Ability to travel ~25% of the time
• Location: Remote

Total Compensation package would include: anticipated compensation range of $170,000 - $200,000 + bonus + equity + benefits.  Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.

An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.