Sr Systems Development Engineer, Customer Facing

Sr Systems Development Engineer, Customer Facing US, Remote

Overview
This is a technical role, providing support to Plume’s SMB customers and their technical teams. You will be solving challenging problems daily using cuttingedge technologies and advanced architectural patterns involving distributed systems, reactive streaming, and stateful services. You’ll deliver endtoend solutions involving CPEs with OpenSync embedded into Plume’s cloud platform and beyond.

This is a highimpact, customerfacing role with strong growth potential and will put your software engineering skills to the test. The role also spans projectaccount management, feature design, implementation coordination, and process definition. You’ll be responsible for developing and maintaining deep expertise in customers’ systems and processes as they relate to the Plume platform.

As a Sr Systems Development Engineer, Customer Facing you will serve as the primary technical point of contact—triaging issues, helping define new feature requirements, coordinating crossfunctional teams, and representing key platform components such as Pods, Gateway Devices, APIs, data, roadmaps, and firmware integrations. Your goal: ensure successful deployment, support, and customer satisfaction.

Responsibilities:

• Work closely with Service Providers, SMB customers, and their technical teams to understand technical issues and coordinate resolution within Plume.
• Provide both strategic and daytoday technical expertise and support for assigned accounts.
• Participate in all stages of the software design lifecycle working in multidisciplinary teams spanning cloud, embedded devices, frontend webmobile, data, and product.
• Write clean, maintainable code, and perform peer code reviews.
• Solve complex scale, integration, and architectural problems.
• Act as the technical liaison between Plume and thirdparty vendors such as ODMs, chipset vendors, and software partners.
• Identify Platform API product enhancement opportunities based on support trends.
• Provide postsales technical support and guidance for Platform API users.
• Respond to setuprelated and howto questions from Platform API users.
• Lead diagnosis, troubleshooting, and indepth testing of difficulttoreproduce issues.
• Facilitate crossfunctional customer experience review sessions with Product and Engineering.
• Offer clear, actionable recommendations for product improvements and help prioritize them.
• Collaborate on defining requirements and driving the development and deployment of new features.
• Help create processes and documentation for the TAM team
• Serve as a Subject Matter Expert for the Plume platform.

• Qualifications:
  

  • Education Requirements: BSMSPhD in Computer Science, Electrical Engineering or related technical field.
  • Equivalent practical experience is also considered.

  • Experience:

    • Strong experience in a clientfacing technical role with an emphasis on highquality documentation.
    • Experience working on cloud applications and supporting REST APIs.
    • Passion for solving problems and advocating for customer success in a dynamic, technical environment.
    • Ability to learn new technologies quickly
    • Excellent customer service and communication skills in variety of forms (written, conference calls, inperson)
    • Proven ability to work independently and collaboratively.
    • Excellent analytical and organizational abilities

    • Required Skills:

      • Effective team player with strong verbal and written technical communication.
      • Handson experience managing projects involving Gateway and CPE devices.
      • Skilled in triaging issues and managing communication across multivendor technical and product teams.
      • Indepth understanding of cloud computing architecture including IaaS, PaaS, and SaaS delivery models.
      • Proficient in network management and troubleshooting tools such as Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec, and IPtables.
      • Knowledgeable in LANWAN technologies, including switching and routing.
      • Understanding of cloud technology components such as virtualization, networking, applications, and APIs.
      • Good understanding of wireless technologies like 802.11abcgnacax.
      • Experience using Jira, Confluence, Slack for managing technical projects.
      • High proficiency in writing idiomatic code in CC++, Java, or Scala.
      • Strong understanding of algorithms, data structures, objectoriented programming, and embedded systems.
      • Experience with WiFi access points, OpenWRT, RDK, or OpenSync platforms is a plus.

      • Preferred Certifications:

        • CCNACCNP, CWNACWSP or similar
        • AWS Certified Solutions Architect
        • PMP (Project Management Professional)
        • ITIL Foundation or higher

        • Total Compensation package would include: anticipated base compensation range of $150,000.00 $177,500.00 + bonus + equity + benefits. Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.

          An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.

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          About Plume

          As the creator of the only open, hardwareindependent, cloudcontrolled experience platform for ISPs and their subscribers, Plume partners with over 350 ISP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM.

          Using OpenSync, the most widely supported opensource, silicontocloud framework for smart spaces, Plume’s softwaredefined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multivendor, openplatform architecture.

          Backed by investors such as Insight Partners and SoftBank Vision Fund 2, Plume is now valued at $2.6B, having added over $500M in funding in 2021 alone.

          Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.