Field Service Engineer

Introduction to Fuse:

Fuse builds innovative communications, networking, and computing solutions that improve the sharing of information, video, text, and voice among operators distributed throughout the airborne, maritime, and ground environments.  We are a Technology firm creating in-house software, network and hardware solutions that support our noble cause of advancing warfighter capabilities with elegant, user-focused communications, networks, and software systems. 

About this role:

Fuse is looking for a Field Service Engineer for troubleshooting, support, installation, testing, and documentation of Fuse’s user interface (UI) for military systems and sensors. This Field Service Engineer develops test cases and runs scenarios to ensure operability and quality of software pre-deployment. The Field Service Engineer is responsible for uncovering defects and working with software and systems engineers to correct the deficiencies. This position requires up to 50% travel, as this person will be responsible for traveling to various locations CONUS and OCONUS to support software installation, test events, or troubleshooting efforts. Ideal candidates will have experience in testing and troubleshooting military networks, systems, and/or sensors. Must be a nimble self-starter who is passionate about enhancing operator capabilities with user-focused communication, network, and software systems. 

What you'll do:

• Support test, troubleshooting, and integration with existing military systems
• Define installation plans and procedures to include V&V success criteria and initial user training
• Participate in the creation and maintenance of comprehensive test documentation, plans, standards, and reports
• Develop installation guides and user manuals, and troubleshooting guides
• Develop and implement training for end-user at install site

• Analyze test data, develop test reports, system diagrams, technology briefs and presentation
• Utilize advanced troubleshooting skills and root cause analysis to facilitate timely resolution of customer issues, often under high-pressure and escalated situations.
• Solve and address issues from initial contact through resolution, raising critical support issues from customers to the appropriate internal channel
• Ensure issues and solutions are relayed to IR&D and production teams to be integrated into future techniques, practices, and procedures
• Research, replicate and report bugs and work with the necessary teams to prioritize issues for resolution
• Work closely with the engineering team to share customer insights and enhance our product based on customer experience and needs
• Utilize support/diagnostic tools, case management systems, use/update knowledge base articles, and communicate effectively through case documentation

• Conduct and support test planning, execution, and post event reporting
• Validate and verify system functionalities and UI display accuracy and reliability
• Analyze test data, develop test reports, system diagrams, technology briefs and presentations 
• Provide on-site and distance operational support for up to 50% travel

Requirements

We are looking for:

• Methodical, process-driven testing and troubleshooting experience
• Experience writing test plans and reports
• Experience troubleshooting issues with inexperienced end-users, knowing how to escalate issues, when appropriate
• Experience with engineering design and development, as well as testing and deployment of complex systems
• Excellent customer presence with exceptional verbal and written communication
• Experience with engineering development, testing and deployment of complex systems 
• Experience managing and testing software interfaces and projects  
• Strong technical troubleshooting skills with the ability to trace technical issues within multiple systems 
• Bachelor’s Degree in Information System, Engineering, Scientific or related Technical Field from an accredited college or five years equivalent experience 
• Experience with U.S. Navy or other armed services warfare programs or systems 
• Current US SECRET Clearance 

Nice to have:

• Former Navy Information Systems Technician (IT)
• Understanding of AEGIS, SPY, and Tactical Data Links (TDLs)

• Experience in agile, professional software development environments utilizing revision control, test driven development and continuous integration
• Knowledge of Navy Command, Control, Communications, Computers, Intelligence, Surveillance, and Reconnaissance (C4ISR) or other relevant systems  
• Experience with User Interface design  
• Experience with DoD Security Technical Implementation Guidelines 
• Experience in agile, professional software development environments utilizing revision control, test driven development and continuous integration  

More about Fuse:

Founded in 2010, Fuse is a veteran-owned, rapidly growing small business. Our San Diego-based company has earned recognition as an emerging leader in airborne, maritime, and ground networking.  Placing the warfighter at the center of every design process, Fuse delivers intuitive, agile, and resilient products that go beyond national security requirements—providing lasting utility and game-changing results.  We take pride in our brilliant and talented team as well as our dynamic environment and collaborative, creative, environment.  We build cutting-edge hardware and software products that solve complex national security challenges for our warfighters at the tactical edge.

Salary Range: $75,000 - $130,000

Benefits

• Medical, Dental, and Vision
• • Employee coverage is fully funded; a portion of dependents' coverage is funded as well
• 11 paid Federal Holidays
• Paid Time Off (PTO)
• • Date of hire through second year: 10 days/year (accrued)
  • After two years: unlimited
• 40 hours of paid sick leave per year 
• 401k with employer matching 
• Annual bonuses 
• Cell phone reimbursement: $100/month