This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Operations Engineer 3 based in United States.
This 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.
The position combines hands-on engineering, troubleshooting, product certification, testing, and operational support across modern connectivity and communications technologies.
You will collaborate closely with project management, product, sales, engineering, and support teams to deliver reliable and scalable solutions.
The role also contributes to continuous improvement through detailed testing, process documentation, training, and engineering handoffs.
Success requires strong technical judgment, analytical thinking, and the ability to make calculated decisions in a fast-paced environment.
This is an opportunity for an experienced engineer to play a critical role in maintaining high-quality technology services while helping evolve new products and solutions.
Accountabilities
- 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.
- Ability to manage multiple concurrent tasks and shifting priorities while maintaining a high level of execution.
- 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.
- Technical exposure: Hands-on experience across SD-WAN, networking, cloud infrastructure, VoIP, communications, and emerging technology solutions.
- Cross-functional 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.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1
