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Professional Services Engineer
2 weeks ago
Life 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.
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
About 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 Comcast, 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.
