Principal Engineer - Advanced Customer Engineering (ACE)

We are hiring senior level Advanced Customer Engineering (ACE) engineers to work with our largest and most important customers. This position will be primarily responsible for working with our Critical Account Program customers. This work includes, senior level case oversight/review, facilitating software engineering needs for defects, remote and/or fly and fix support when these customers run into issues that our support team can’t fix remotely, customer is frustrated and/or the customer doesn’t have the tools needed for data collection. You must be able to effectively deal with high pressure situations and know how to manage frustrated customers. In addition, you will also work with our premium services portfolio customers facilitating a first-class customer experience. This will include but is not limited to onboarding new customers into our premium services model, escalated post-sales support working as part of a senior engineering resolution team, tools development to enable faster and better support outcomes and working in conjunction with our software engineering team either remotely and/or onsite for troubleshooting, diagnosis and remediation of product, network design and or implementation issues.