Senior Customer Solutions Engineer

01Life at Plume

At Plume, we believe that technology isn't about moving faster, it's about making life's moments better. Which is why we've built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces-and human experiences-at massive scale.

We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We're expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can't do it exceptionally well, we don't do it. It's how we've assembled a team of world-class builders, thinkers, and doers. And it's how we're reinventing what's possible every day.

Plume is seeking an experienced and highly motivated Senior Customer Solutions Engineer to join our dynamic team. As a key technical advisor, you'll work directly with Internet Service Providers (ISPs), acting as the bridge between their business needs and our cutting-edge solutions. You'll play a crucial role in the sales process, from initial discovery to successful deployment, ensuring our partners achieve maximum value from our products. This is a fantastic opportunity for a technically adept individual with a passion for networking, cloud, and AI who thrives in a customer-facing role. Responsibilities

• Technical Trusted Advisor: Engage with ISPs to deeply understand their technical and business requirements, and then effectively demonstrate how Plume's solutions can meet and exceed those needs.
• Product Demos & Trials: Conduct compelling product demonstrations and manage complex proof-of-concept (PoC) and field trials, showcasing the tangible benefits of Plume's technology.
• System Integration: Collaborate with our internal Customer Engineering, Product Management, and Operational teams to understand and deliver Plume's solutions within a customer's ecosystem. You'll work to integrate our solutions into their existing BSS/OSS, CRM, ticketing, and AI platforms using APIs and other integration methods.
• Sales Enablement: Work closely with the sales organization to drive revenue, achieve sales quotas, and contribute to the overall growth of the business.
• Presentations & Events: Prepare and deliver high-impact presentations, including Quarterly Business Reviews (QBRs), and represent Plume at industry events and conferences.
• Product Development Input: Provide valuable feedback to our product and engineering teams based on customer requirements and market trends, helping to inform the development of new features and solutions.
• Technical Support: Offer prompt local and remote technical support for PoCs, lab trials, and deployment ramp-ups, ensuring a smooth and successful customer journey.
• Industry Expertise: Continuously research and stay up-to-date on the latest industry standards and emerging technologies in networking, cloud architectures, and AI.

Experience & Qualifications

• Hands-on Technical Experience: Strong hands-on experience in the configuration and deployment of software and hardware, including Wi-Fi, networking equipment, and cloud services. A fundamental understanding of cloud architectures and AI principles is essential. Deep understanding and knowledge of Residential and SMB Gateways is a big plus.
• ISP SaaS Experience: Proven experience working with ISPs to deploy large-scale SaaS network solutions to millions of endpoints.
• Communication & Collaboration: A track record of developing and maintaining professional, cooperative relationships with all levels of staff and customers.
• Networking & Cloud Certifications: Relevant certifications such as CWNA, CCNA, or AWS Solutions Architect are highly preferred.
• Problem-Solving: Excellent analytical and problem-solving skills with the ability to troubleshoot complex technical issues in a fast-paced environment.

Qualification Requirements

• Experience: 5+ years of related experience working with network, security, SaaS, and/or AI industries.
• Education: A BS/BA degree in a relevant field or equivalent work experience.
• Industry Knowledge: In-depth industry knowledge and a strong understanding of SDN and wireless technologies, solutions, and product offerings are preferred.
• Communication Skills: Advanced written and oral communication skills.
• Travel: Ability to travel >70% of the time.

Location/Language: This is a remote position. Candidates must be based in United Kingdom or Netherlands and be fluent in English.

02About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world's largest such as Charter, Liberty Global, and J:COM.

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume's software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

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.

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