The Field Engineer serves as a technical expert supporting customer deployments, integrations, troubleshooting, and operational excellence. Working closely with customers, partners,Sales, Product Management, R&D, and Technical Support teams.
This role combines strong technical expertise, customer engagement, and project execution capabilities.
Main missions:
Customer Relationship Management
- Maintain the trusted relationships with our customer technical teams and stakeholders in the Denver, CO area.
- Act as a technical advisor and advocate for customer success.
- Facilitate technical workshops, training sessions, demos and knowledge transfer activities.
- Support customer satisfaction and long-term adoption of Broadpeak solutions.
Customer Deployment & Integration
- Transfer successful PoCs projects to the Broadpeak operations team for installation, configuration, and integration within customer production environments.
- Facilitate communication between Broadpeak and the customers’ engineering and operations teams to ensure successful implementation.
- Support end-to-end deployment activities, including architecture reviews, system validation, and acceptance testing.
Technical Support & Troubleshooting
- Escalate and coordinate issue resolution with Broadpeak R&D and Product teams when required.
- Diagnose and resolve complex technical issues related to video delivery, CDN, OTT, and streaming ecosystems.
- Provide on-site and remote troubleshooting support during critical deployment and operational phases.
- Analyze logs, performance metrics, network traces, and system configurations to identify root causes.
Continuous Improvement
- Implement Proof of Concepts (PoCs), trials, and new products introduction projects with the support of the Broadpeak R&D teams.
- Assess customer environments and recommend best practices for performance, scalability, reliability, and security.
- Produce technical reports, and post-project reviews.
- Maintain accurate project records and support documentation.
- Share field feedback with Product Management and Engineering teams.