Pearson Senior Field Services Engineer in Austin, Texas
Senior Field Services Engineer
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Pearson is seeking a motivated individual to join the Technical Field Service Engineering team assisting our customer-facing web and client-server applications. The primary role of this position will be to provide advanced level technical support to schools and districts in support of their online administration of summative assessments. Additional duties will include conducting technical trainings as well as serving as a subject matter expert in areas such as device administration, wireless networking troubleshooting, and network configuration. This position requires travel (25% - 50% time).
Provide technical support to our customers in the field to ensure they are able to successfully administer high-stakes testing online.
Interface with development, quality assurance, business units, and customer support groups to troubleshoot technical issues and ensure complete and expedient resolution of issues.
Create and deliver technical training and documentation for our various products that support the school assessment portfolio.
Represent Pearson as a lead technical engineer at customer conferences, large scale training events, and high profile technical engagements
Maintain strong working relationships with leading hardware vendors in the desktop, device, and mobile space
Develop a deep understanding of how our users interact with our services to better support our systems.
Top notch troubleshooting, complex problem solving, and communication skills are required.
Ability to deal tactfully and effectively with customers, and provide consistent world-class customer service.
Ability to work independently and demonstrate sound judgment within established policies and guidelines.
Demonstrated ability to gather feedback and leverage data to improve product usability.
Excellent understanding of network fundamentals: topologies, management, and supporting technologies. This includes a sound understanding of wireless networking concepts
Experience working with Internet content filters, web caching technologies, Internet proxies, firewalls, and antivirus packages.
Experience with networking protocols (TCP/IP), http proxy (Fiddler, etc.), and network packet analysis preferred.
Strong experience supporting and managing mobile devices (iOS and ChromeOS) in an enterprise setting preferred.
Background in product usability and user behavior analytics a plus.
Note that this position does not qualify for H1B sponsorship.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Primary Location: US-IA-Iowa City
Other Locations US-TX-Austin, US-CO-Boulder, US-TX-San Antonio
Work Locations: US-TX-Austin-400 Center Ridge 400 Center Ridge Drive TechRidge Three.2 - Suite 100 Austin 78753
Organization: Assessments School
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Aug 16, 2018
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1804901
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled