Harmonic · 14 hours ago
VP, Customer Engineering
United States
Full-time
Remote
Director/Executive
$250K/yr - $250K/yr
7+ years expHarmonic is the worldwide leader in virtualized broadband and video delivery solutions, and they are seeking a VP of Customer Engineering. This role is critical for ensuring world-class service delivery and operational excellence for Harmonic's global broadband customer base, overseeing functions such as Global Customer Support and Field Application Engineering.
InternetMobileTelecommunications
Responsibilities
Define and execute a unified, global strategy for customer support, integration services, and field engineering that aligns with company revenue and customer satisfaction goals
Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) across all teams, ensuring high standards of quality, responsiveness, and operational efficiency
Manage operational budgets, optimizing resource allocation, headcount, and vendor/tooling expenditures
Foster a high-performance, collaborative culture focused on continuous learning, accountability, and the voice of the customer
Serve as the senior executive escalation point for mission-critical, high-visibility customer issues and complex network outages
Lead cross-functional "tiger teams" (comprising Engineering, Product, and Sales) to rapidly diagnose, communicate, and resolve customer crises, ensuring stakeholder alignment
Proactively manage customer relationships to ensure sustained high satisfaction (CSAT/NPS), particularly following major incidents or during complex integration projects
Develop and implement customer risk mitigation and communication strategies to manage expectations and preserve long-term partnerships during challenging operational periods
Oversee Tier 1/2/3 Technical Support for Harmonic's broadband access solutions (e.g., cOS Platform, Remote OLTs/PHYs) globally, ensuring rapid and effective resolution of complex customer issues
Develop and implement strategies for proactive support, root cause analysis (RCA), and continuous service improvement to minimize service interruptions and optimize network performance for MSO/Telco customers
Manage the 24/7/365 support infrastructure, including tools, processes, and knowledge base, to maximize team efficiency and customer satisfaction
Lead the Lab Integration & Field Trial (LIFT) Team responsible for successful planning, configuration, testing, and deployment of complex broadband solutions within customer network environments
Collaborate closely with Product Management and R&D to transition new products from development to customer deployment and support readiness
Establish best practices and standardized methodologies for system integration, reducing deployment time and enhancing solution stability
Direct the Field Application Engineering (FAE) Team responsible for on-site activities, including network audits, system turn-up, advanced troubleshooting, and localized customer engagement
Act as the primary executive-level technical gatekeeper and escalation authority between customer operations and internal R&D/Core Engineering teams
Ensure the Field Engineering team accurately vets and validates complex issues before escalating to R&D, providing comprehensive data and root cause analysis (RCA) to drive faster resolution and product fixes
Collaborate with R&D leadership to prioritize defect resolution, define maintenance releases, and ensure field experience is continuously fed back into the product development lifecycle
Ensure the team maintains deep, current knowledge of DOCSIS, FTTH/PON, SDN/NFV, and cloud-native architecture as they relate to Harmonic's product line
Qualification
Required
7+ years of experience in technical roles within the telecommunications, cable, or networking industry, with proven experience in senior leadership roles overseeing global technical support, professional services, or field operations
Extensive, verifiable experience managing complex, high-stakes customer situations and crises with a proven track record of restoring and maintaining high customer satisfaction (CSAT/NPS)
Proven experience scaling and leading large, geographically dispersed technical organizations
Exceptional executive-level communication, presentation, and negotiation skills
Preferred
Deep understanding of Broadband Access Technologies (DOCSIS 3.1/4.0, CCAP, Remote PHY/MACPHY, PON/Fiber-to-the-Home)
Bachelor's or Master's degree in Electrical Engineering, Computer Science, or related technical field
Demonstrated ability to influence product strategy by translating customer support and field feedback into actionable product requirements
Benefits
Incentive compensation: bonus, equity and benefits
Competitive on Target Earning (OTE) incentive compensation structure
Company
Harmonic
Harmonic provides video delivery solutions for broadcast, cable, satellite, internet, mobile and telco service providers.
1001-5000 employees
H1B Sponsorship
Harmonic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2023 (3)
2022 (3)
2021 (4)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
$160M2023-12-21Post Ipo Debt· $160M
1995-05-22IPO
Leadership Team
Nimrod Ben-Natan
Chief Executive Officer
W
Walter Jankovic
Chief Financial Officer
Recent News
2025-12-16
2025-12-08
2025-12-08
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