Job Summary:
Plume is seeking a hands-on, technically skilled Professional Services Engineer to implement Plume solutions for ISP customers. This role works directly with customers, partners, and cross-functional teams to configure, integrate, test, and validate solutions defined in the Statement of Work (SOW). The Professional Services Engineer also produces technical documentation, provides knowledge transfer and training, collaborates closely with Project Managers and Pre-Sales Architects, and ensures a smooth handoff to the Customer Success Team.
The ideal candidate is a highly technical, customer-facing person that possesses deep problem-solving skills, excellent communication, and strong ownership of solution delivery.
Primary Responsibilities:
- Execute all technical components of the solution as defined in the SOW
- Configure, validate, and optimize Plume platform components for ISP deployments
- Integrate Plume solutions with customer systems including OSS/BSS, authentication, provisioning, and monitoring systems
- Conduct API-based integrations, data mapping, configuration scripting, and end-to-end functional validation
- Troubleshoot and resolve technical issues during installation, integration, and testing phases
- Serve as the primary technical resource during implementation
- Work directly with customer engineering, NOC, operations, and partner teams to ensure solution readiness and alignment
- Provide guidance and technical recommendations throughout the deployment lifecycle
- Communicate complex concepts clearly to technical and non-technical stakeholders
- Develop customer-specific implementation guides, configuration records, runbooks, and integration documentation
- Produce detailed as-built documentation for use by customers and internal teams
- Provide structured knowledge transfer sessions for customer technical teams
- Deliver light training on system operation, configuration workflows, and best practices
- Conduct system, integration, regression, and acceptance testing aligned to SOW requirements
- Validate end-to-end solution performance, data flows, and reliability prior to launch
- Create and execute test plans, tracking defects and ensuring resolution
- Ensure deployment quality meets or exceeds Plume standards
- Work with PreSales Architects to align solution design with implementation details
- Collaborate with Project/Program Managers on timelines, risks, issues, and technical dependencies
- Interface with Engineering, Support, and Customer Success teams for escalations, bug triage, or advanced troubleshooting
- Provide technical feedback to improve Plume's products, tools, and deployment processes
- Prepare all technical documentation required for Customer Success handoff
- Ensure customer environments are fully validated and stable before transition
- Support early operational ramp-up and address lingering issues to guarantee a clean handover
Qualification Requirements:
- 5+ years of experience as a Professional Services Engineer, Implementation Engineer, Systems Engineer, Network Engineer, or similar technical role
- Strong technical skills with ISP environments including networking, Wi-Fi, routing, switching, cloud architecture, OSS/BSS, authentication, and provisioning systems
- Hands-on experience configuring and debugging network devices, CPE, or cloud-managed platforms
- Experience with APIs, JSON, scripting, and integration workflows
- Excellent communication and customer interaction skills
- Ability to produce detailed technical documentation and deliver training
- Strong problem-solving skills and the ability to diagnose complex issues
Preferred:
- Wi-Fi and home network expertise, including wireless optimization and troubleshooting
- Experience with large-scale ISP deployments or partner ecosystem integrations.
- Knowledge of Linux, command-line tooling, or automation frameworks
- Familiarity with cloud services, microservices, or distributed systems
- Experience with Plume's product ecosystem (OpenSync, HomePass, WorkPass, Haystack, etc.) is a strong plus
- Background in customer-facing consulting or professional services delivery
Success Indicators:
- High-quality, on-time technical implementation aligned with SOW requirements
- Clear and complete technical documentation delivered to customers and Customer Success
- High customer satisfaction with technical execution and knowledge transfer
- Low number of escalations during or after handoff
- Strong internal feedback from PreSales Architects, PMs, Engineering, and Customer Success
- Consistent adherence to Plume deployment best practices
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