Field Application Engineer

About the Company

Sercomm Corporation (TWSE: 5388) is a worldwide leading manufacturer of broadband and wireless networking equipment. Founded in 1992, Sercomm has been focusing on developing embedded solutions to make networking simple, reliable and affordable. With over 30 years of experience, Sercomm has thousands of employees around the world.

The Role

As a Field Application Engineer, you will serve as an individual contributor reporting directly to the Principal Field Application Engineer, providing comprehensive technical support and expertise for HFC networks—covering DOCSIS 4.0, HFC amplifiers, optical/RF nodes, and general outside-plant network components.

Key Responsibilities

Customer Support & Technical Services

• Provide on-site and remote assistance for testing, validation, commissioning, network optimization, and troubleshooting of HFC plant (amps, nodes, passives).
• Work with technical teams to deliver on-time projects for DOCSIS 4.0 upgrades, amplifier/node rollouts, maintenance windows, and plant optimization initiatives.
• Identify risks, drive mitigations, and provide realistic, effective solutions for operators and partners.
• Coordinate with third-party vendors, contractors, and MSO teams to deliver integrated solutions.
• Demonstrate proven customer-service skills in all client interactions.

Pre & Post-Sales Technical Support

• Deliver pre- and post-sales technical support across the relevant HFC/DOCSIS product lines.
• Provide technical presentations, demos, and hands-on workshops; develop training content for operator field teams.
• Assist Sales with RFI/RFP/RFQ responses and proposals from early design to negotiation and clarifications.

Documentation & Process Management

• Co-author high-quality case studies, application notes, playbooks, and white papers focused on HFC/DOCSIS deployments and best practices.
• Manage RMA processes as needed and feed field learnings back to engineering and product teams.

Qualifications & Experience

• BA/B.Eng. (or equivalent) in Electrical/Computer Engineering or a related technical discipline.
• 5–10 years of hands-on experience with HFC networks, including DOCSIS (with strong emphasis on DOCSIS 4.0), outside-plant components (HFC amplifiers, optical/RF nodes, passives), and end-to-end troubleshooting.
• Experience spanning hardware and software with a solid understanding of system-level operations in access networks.
• Proven HFC architecture design and troubleshooting experience (alignment, sweep, noise/ingress mitigation, return-path issues).
• DOCSIS technology integration and activation expertise (e.g., configuration, provisioning, test/turn-up, KPI acceptance).
• Familiarity with operator RFI/RFP/RFQ processes and winning experience with tier-1 operators for HFC network equipment.
• Familiarity with product development cycles and manufacturer workflows; ability to translate field feedback into requirements.
• Strong problem-solving and debugging skills; adept at using RF test gear and software tools (spectrum analyzers, signal generators, meters, plant monitoring).

Nice to Have

• Knowledge of HFC network performance metrics (MER, BER, return loss, leakage) and their field measurement and optimization.
• Experience with node/amp configuration tools, firmware upgrades, and remote management systems.
• Understanding of adjacent access technologies (PON, fixed wireless) and how they interoperate with HFC backbones.

Personal Skills

• Strong written and verbal communication; comfortable with executive and engineering audiences.
• Excellent interpersonal, organizational, and detail-orientation skills.
• Self-starter who takes ownership; proven ability to drive multi-team projects to completion.
• Team player who operates effectively in fast-moving, multi-disciplinary environments.