Summary:
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
Duties & Responsibilities:
VIAVI (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers’ most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.
We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.
As our Tier 3 Technical Support Engineer, you'll be responsible for providing advanced technical support for customers of our OneLabPro and family of Transport products. You also will drive technical content creation and manage demo resources. This role is critical in achieving excellent customer satisfaction and ensuring our products’ suitability for the target applications. You will be part of the Support and Services team working closely with other levels of support, R&D and product management teams.
Duties and Responsibilities:
- Provide expert-level Tier 3 troubleshooting and resolution of complex customer issues for VIAVI’s Transport and ONE LabPro products.
- Collaborate closely with R&D, product management and T1/T2 support to investigate and resolve customer issues.
- Maintain product expertise on ONE LabPro and transport products and their applications. Keeping up to date with product enhancements, industry trends and networking technologies.
- Communicate professionally and empathetically with customers via phone, email, chat, and other channels.
- Participate in testing and validation of new software releases.
- Participate in product improvement discussions based on customer feedback.
- Assist in creating training materials, user guides and technical documentation.
- Conduct internal training sessions for colleagues and new team members.
- Contribute to internal and customer knowledge bases.
- Maintain and manage the lab for T3 troubleshooting and customer access.
Pre-Requisites / Skills / Experience Requirements:
Required Qualifications & Experience:
- Strong experience with Physical layer testing of high-speed Ethernet (100GE+) and understanding of IEEE802.3 with working knowledge of PCS technologies such as FEC.
- Practical experience of H/W bring up and troubleshooting of high-speed Ethernet interconnecting.
- Desire to develop a deep understanding of the ONE LabPro and Transport products and their use cases.
- Understanding on networking principles, including the OSI model and network protocols.
- Proactive approach to troubleshooting and resolving technical issues.
- Ability to explain complex technical concepts to both technical and non-technical audiences.
- Degree (e.g., electrical engineering, computer science) or equivalent work experience.
- Fluent English language skills.
Desired by not essential:
- Cisco Certified Network Associate (CCNA) or equivalent.
- French or German language skills.
