Phones Field Engineer

The Phones Field Engineer will play a key role in scaling Phones and hardware at Podium.

This role will assist in advanced network and telephony troubleshooting for customers and will help establish and document operational processes tied to customer network evaluation and improvement.

From time to time this role may also assist with communicating the technical specifications and network requirements of our phone products and to potential customers.

Excellent communication and interpersonal skills are a must, in addition to being a technical expert with the ability to install, configure, and troubleshoot cloud-based VoIP solutions systems and related software for Podium customers.

Responsibilities:

• Partner with Sales and Onboarding to evaluate customer networks to ensure customers are set up for success with Podium Phones from day 1
• Serve as an escalation point for difficult-to-diagnose technical issues related to Phones, especially with respect to network and connectivity problems
• Develop and and document networking processes for troubleshooting customer Phones installations and networks
• Work closely with Engineering and Product teams to provide feedback on customer needs and product improvements

Requirements:

• Minimum of 5 years of experience in Networking and VOIP Telephony including CCNP certification or equivalent experience

• Proven technical knowledge in phone systems, VoIP, and network connectivity

  • Experience with IP/SIP/Firewalls/Network Security, Routers and Switches ranging from SMB to Enterprise
  • Familiarity with VoIP protocols such as SIP, RTP, and RTCP
  • Experience troubleshooting VoIP quality issues such as jitter, latency, packet loss, and echo
  • Knowledge of network infrastructure and protocols, including LAN, WAN, VLAN, and QoS

• Strong problem-solving and analytical skills

• Excellent communication and time/project management skills.

• Experience in pre-sales and post sales technical support