Dedicated Customer Technical Support Engineer - Optical Networks & Telecoms
UK Or Carnaxide - Lisbon, Portugal
Infinera Lisbon Office Tour;
https://www.youtube.com/watch?v=BZbGUKkJK2I
Summary:
The Technical Support Engineer functions as part of the Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC) organization. Within this role, the TS Engineer performs advanced level fault isolation and troubleshooting of assigned Customer issues.
The TS Engineer operates cross-functionally with Infinera SW / HW Engineering, Product Line Management (PLM), Global Technical Support (GTS) Teams to effectively and efficiently resolve issues affecting the Customers networks.
Manages assigned escalation support requests with a view towards driving increased Customer satisfaction, analyzing and providing software solutions through product enhancement, defect resolution, documentation, and creation of custom solutions.
Responsibilities:
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Investigate and troubleshoot customer issues in both Production and Lab environments
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Provide root cause analysis and suggestions for corrective actions
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Produce and deliver Customer facing documents that explain technically complex issues
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Produce and deliver post-mortem actions to resolve issues in Customer networks
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Responsible for understanding the technical aspects of the supported product releases and diagnostic logs to provide expert advice concerning any issues that may arise
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Contribute to the development of Knowledge Base content
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Review new release of technical documents for accuracy and completeness
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Test and validate customized scripts prior to release
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Develop and support sustaining Technical Notes and Field Service Bulletins to be utilized by both internal and external operators
Knowledge, Skills, and Abilities
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Prior experience with long haul or metro optical networks required
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Practical knowledge of Ethernet, SONET/SDH, DWDM and OTN
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Experience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.
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Hands-on testing experience with ROADM, EDFA, Raman Amplifiers and Coherent Transponders
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Knowledge in TCP/IP networking, L2/L3 routing and switching is a plus
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Prior system test, scripting and/or new product introduction experience required
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Extensive experience with traffic generators and network protocols analysis tools
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Strong problem-solving skills, applicable to large and complex network scenarios
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Experience with creating Power Point presentations and Excel
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Highly detail-oriented, excellent analytical and troubleshooting skills
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Candidate must possess excellent inter-personal, oral and written communication skills
Education & Experience Necessary For Success:
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Requires a Master’s Degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field and industry experience in the job offered or in escalation engineering support in the optical networking industry.
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“This position requires direct or indirect access to certain confidential information, hardware, software, technology, or technical information (referred to here as “Export-Controlled Information”) controlled under the U.S. International Traffic in Arms Regulations (ITAR) and/or the U.S. Export Administration Regulations (EAR). All personnel in this position must be eligible to or be able to obtain authorization from the appropriate agency to access applicable Export-Controlled Information. The U.S. Department of Commerce currently requires a foreign person with a most recent citizenship or permanent residency of Sudan, Ukraine, or a country currently designated in Country Group D:1, E:1 or E:2 (Supplement No. 1 to Part 740, Title 15) to have an export control license to access our Export-Controlled Information, unless they meet certain exemptions provided under U.S. export control laws and regulations. The list of applicable countries in Country Group D:1, E:1 or E:2 may be updated by the U.S. government from time to time. The current processing time for an export control license is approximately 4 to 6 months.
Your employment or engagement with Infinera shall be contingent on verifying your eligibility or requirement for obtaining a necessary license and/or authorization from the appropriate agency. You will be required to provide certain information for export control compliance assessment purposes, and your information will be reviewed by Infinera's hiring and export control teams to ensure compliance with the U.S. export control laws and regulations. Infinera will collect necessary documents (such as proof of citizenship etc.) to assess license/authorization requirements if you are offered and accept the position.”
Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Infinera complies with all applicable state and local laws governing nondiscrimination in employment.
Top Skills
What We Do
Infinera is revolutionizing telecommunications networks with innovative, industry-leading connectivity solutions. Our offerings include high-end subcomponent technology, systems for network infrastructure, automation software, advanced optical compound semiconductor manufacturing, & professional services. As a global supplier, we empower mobile service providers, internet content providers, cloud operators, submarine operators, governments & enterprises to scale network bandwidth, boost service innovation, and automate network operations. We are committed to continuously expanding and enhancing our world-class offerings to meet the changing needs of more than 1,000 customers in over 100 countries across six continents.
Our connectivity solutions are powered by the world’s best embedded & pluggable optical engines, which are designed, developed & manufactured in Infinera’s U.S.-based optical semiconductor fabrication center and are application-optimized for edge, metro, long-haul, and submarine transport networks. Our agile, open, compact & modular networking platforms enable network operators to rapidly and easily take advantage of best-in-class technology. Our software automation solutions optimize traffic flows and automate workloads to enable network operators to cost-effectively deliver secure bandwidth to their customers where and when needed. With these solutions, our goal is to create a connected world with unlimited bandwidth for everyone – everywhere, always, and instantly.
What Inspires Us?
A connected world with unlimited bandwidth for everyone – everywhere, always & instantly.
What Motivates Us?
Delivering innovative and impactful coherent optical technologies and open optical solutions that unlock new value for our customers.
What Drives Us?
To be a valued investment for our shareholders’ money, our customers’ CapEx and our employees’ time by delivering an unrivaled customer experience from an inclusive culture of innovation for our customers.
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