Sr Tech Support Engineer

Senior Customer Technical Support Engineer - Tier 4

Carnaxide, Lisbon, Portugal

Responsibilities

• Investigate and troubleshoot customer issues in production and lab environments
• Provide root cause analysis and recommendations for corrective actions
• Produce and deliver customer facing documents that explain technically complex issues
• Follow up on post-mortem actions to resolve issues in customer networks
• Responsible for understanding the technical aspects of the supported product releases using diagnostic logs to provide expert advice concerning any issues that may arise
• Contribute to the development of Knowledge Base content
• Review new technical documentation releases for accuracy and completeness
• Test and validate customized scripts
• Develop and support Technical Notes and Field Service Bulletins to be utilized by both internal and external operators

Knowledge, Skills, and Abilities

• Prior experience with long haul or metro optical networks required
• Practical knowledge of DWDM, Ethernet, SONET/SDH and OTN
• Experience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.
• Hands-on experience with ROADM, EDFA, Raman Amplifiers and Coherent Transponders
• Knowledge in TCP/IP networking, MPLS-TP, L2/L3 routing and switching is a plus
• Prior system test, scripting and/or new product introduction experience is a plus
• Extensive experience with traffic generators and network protocol analysis tools
• Strong analytical and troubleshooting skills, applicable to large and complex network scenarios
• Excellent inter-personal, oral and written communication skills
• Ability to maintain focus and troubleshooting discipline under pressure
• Proactive approach to maintaining and increasing knowledge in emerging technologies
• The role may involve some international travel

Education Required

• Requires degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field and 5 years of experience in a similar role.

“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.