Forward Deployed Engineer

Forward Deployed Engineer Work Type/Locations: Hybrid in either Fairfax, VA, OR Clarksburg, MDOffering Relocation AssistanceAbout goTennagoTenna 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. Up to 50% travel may be required. Primary Responsibilities:Engage with Public Safety, Military, and other Pro customersMonitor and answer support requests relating to all of our Pro line of productsDocument current use cases, issues, and opportunitiesProvide regular reports to leadership on product and customer performance in order to help develop future strategies and roadmapWork cross-functionally with other departments such as Product Management and Engineering in order to successfully troubleshoot technical issuesEnsure compliance with all regulatory requirementsConduct both Virtual and Onsite training and equipment installations with CustomersSupport technical presales activities, such as on-site or virtual customer demosSupport business development activities such as RFPs, demo, trade shows, etc.Stay up to speed on the latest technological advancements in our industry as well as the latest employment criteria of our customersRequired Experience: 6+ years of professional experience, preferably deploying or utilizing technology products in a Public Safety or Military organization. Some of your experience should have been related to tactical communicationsSolid technical background with hands on experience in digital technologiesAn ability to grasp customers’ needs and suggest timely solutionsExceptional organizational, presentation, and verbal + written communication skillsStrong analytical and problem-solving skillsPhysical ability to carry 30 pounds of equipment and work in austere conditionsExperience with CRM tools and ticketing systems such as Salesforce or JiraA highly motivated self-starter with outstanding planning and organizational skills with the ability to work independently and communicate effectivelyA tech-savvy professional, able to explain...