Sr Systems Development Engineer, Customer Facing

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Overview

This is a technical, customer-facing role providing support to Plume’s Enterprise customers and their technical teams. You will solve challenging problems daily using cutting-edge technologies and architectural patterns involving distributed systems, reactive streaming, and stateful services. You’ll deliver end-to-end solutions involving CPEs with OpenSync embedded into Plume’s cloud platform and beyond. This high-impact role has strong growth potential and spans project/account management, feature design, implementation coordination, and process definition. You will develop deep expertise in customers’ systems and processes as they relate to the Plume platform.

You will serve as the primary technical point of contact—triaging issues, helping define new feature requirements, coordinating cross-functional teams, and representing key platform components such as Pods, Gateway Devices, APIs, data, roadmaps, and firmware integrations. Your goal: ensure successful deployment, support, and customer satisfaction.

Responsibilities

• Work closely with Service Providers, Enterprise customers, and their technical teams to understand technical issues and coordinate resolution within Plume.
• Provide strategic and day-to-day technical expertise and support for assigned accounts.
• Participate in all stages of the software design lifecycle, collaborating with cloud, embedded devices, front-end web/mobile, data, and product teams.
• Write clean, maintainable code, and perform peer code reviews.
• Solve complex scale, integration, and architectural problems.
• Act as the technical liaison between Plume and third-party vendors (e.g., ODMs, chipset vendors, software partners).
• Identify Platform API product enhancement opportunities based on support trends.
• Provide post-sales technical support and guidance for Platform API users; respond to setup-related and how-to questions.
• Lead diagnosis, troubleshooting, and testing of difficult-to-reproduce issues.
• Facilitate cross-functional customer experience review sessions with Product and Engineering.
• Offer clear, actionable recommendations for product improvements and help prioritize them.
• Collaborate on defining requirements and driving development and deployment of new features.
• Help create processes and documentation for the TAM team; serve as a Subject Matter Expert for the Plume platform.

Qualifications

• Education Requirements: BS/MS/PhD in Computer Science, Electrical Engineering or related technical field; equivalent practical experience considered.

Experience

• Strong experience in a client-facing technical role with an emphasis on high-quality documentation.
• Experience working on cloud applications and supporting REST APIs.
• Passion for solving problems and advocating for customer success in a dynamic, technical environment.
• Ability to learn new technologies quickly; excellent customer service and communication skills (written, conference calls, in-person).
• Proven ability to work independently and collaboratively; strong analytical and organizational abilities.

Required Skills

• Effective team player with strong verbal and written technical communication.
• Hands-on experience managing projects involving Gateway and CPE devices.
• Skilled in triaging issues and managing communication across multi-vendor teams.
• In-depth understanding of cloud computing architecture (IaaS, PaaS, SaaS).
• Proficient in network management and troubleshooting tools (Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec, IPtables).
• Knowledge of LAN/WAN technologies (switching, routing); cloud components such as virtualization, APIs.
• Good understanding of wireless technologies (802.11a/b/c/g/n/ac/ax).
• Experience with Jira, Confluence, Slack; proficient in coding in C/C++, Java, or Scala.
• Strong knowledge of algorithms, data structures, OOP, and embedded systems.
• Experience with WiFi access points, OpenWRT, RDK, or OpenSync is a plus.

Preferred Certifications

• CCNA/CCNP, CWNA/CWSP or similar
• AWS Certified Solutions Architect
• PMP (Project Management Professional)
• ITIL Foundation or higher
• PRIORITY WILL BE GIVEN TO CANDIDATES LOCATED IN AMSTERDAM OR LONDON WHO CAN WORK ONSITE A FEW DAYS PER WEEK IN OUR CUSTOMER OFFICE.

About Plume

Plume is the creator of an open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers. Plume partners with over 400 ISP customers globally and uses OpenSync, an open-source silicon-to-cloud framework for smart spaces, to decouple service offerings from hardware across a multi-vendor, open-platform architecture.

Plume is an equal opportunity workplace that maintains a nondiscrimination policy 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, disability, sexual orientation, gender identity, marital status, pregnancy or related conditions, medical conditions, military or veteran status, or any other characteristic protected by law.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• Consumer Services

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