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goTenna is the world's leading mobile mesh networking company providing off-grid connectivity solutions for smartphones and devices. The company augments traditional communications networks to enable mobile, long-range connectivity without cell, Wi-Fi, or satellite. goTenna's products are used 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.
The Forward Deployed Engineer is an integral member of the Customer Experience Team managing technical relationships with Pro line customers, including local and national Public Safety organizations, U.S. and international military, and federal government agencies. You will provide technical service and support before and after sale, including onsite and virtual training, equipment installation, and customer satisfaction management throughout the journey.
You will work cross-functionally with Marketing, Sales, Product, Engineering, and Solutions Architecture teams. On the product side, you will advocate for customers by identifying issues and enabling a voice-of-customer program to propose enhancements and new products. On business development, you will support winning new business through RFPs, demos, trade shows, and Q&A sessions.
Time allocation includes: technical support, onsite/virtual training, equipment installations, product/engineering collaboration, and business development support (demos, trade shows, Q&A). Up to 50% travel is required.
Primary responsibilities: engage with Public Safety, Military, and Pro customers; monitor and answer support requests for Pro product line; document use cases, issues, and opportunities; provide regular reports to leadership on product and customer performance; troubleshoot technical issues cross-functionally; ensure regulatory compliance; conduct virtual and onsite training and installations; support technical presales activities and customer demos; support business development activities including RFPs and trade shows; stay current on technological advancements and customer employment criteria.
REQUIREMENTS:
- 6+ years of professional experience, preferably deploying or utilizing technology products in Public Safety or Military organizations; some experience should relate to tactical communications
- Solid technical background with hands-on experience in digital technologies
- Ability to grasp customer needs and suggest timely solutions
- Exceptional organizational, presentation, and verbal/written communication skills
- Strong analytical and problem-solving skills
- Physical ability to carry 30 pounds of equipment and work in austere conditions
- Experience with CRM tools and ticketing systems (Salesforce, Jira)
- Highly motivated self-starter with outstanding planning and organizational skills; ability to work independently and communicate effectively
- Tech-savvy professional able to explain technical details to both non-technical and highly technical audiences via onsite and virtual engagements
- Problem-solver with strong work ethic; ability to execute and provide quick, effective resolutions
- Customer/service oriented with ability to build strong customer relationships
- Strategic thinker and planner; adept at thinking outside the box with bias for action
- Able to lift 30 lbs
- Product evangelist
PREFERRED EXPERIENCE:
- Passion for tactical communications and technology
- Operational experience such as prior active-duty military, law enforcement, or Public Safety experience (full-time or volunteer), including emergency management, search & rescue, wildland firefighting, disaster response
- Passion for goTenna's mission to build a distributed communication network
Note: Position may require eligibility to obtain and maintain a U.S. security clearance. Placement at appropriate job level will be determined by combination of years of experience, demonstrated proficiency, and other qualifications.
