Job Summary:
Partner with Sales, Engineering, Tech Support and Customers to provide pre-sale and post-sale technical support.
Responsible for managing technical support escalations, and seeking input from other team members to identify root cause and drive to resolution. Responsible for keeping key stakeholders informed, and in easy to follow language and maintain customer satisfaction. Requires good working knowledge of optical networking products including; coding, network equipment configuration, and optical communication. The role is mainly office based, with the need to travel to customer sites ad hoc, as required.
Duties/Responsibilities:
Office based duties include; Level 3 technical support, configuration of customer networking equipment, and development of product configurations.
Field based duties include; attending customer sites to qualify our products in the customers' network, or to troubleshoot an issue.
Document customers requirements and engagements thoroughly. Including, stakeholders: people and positions, customer network preferences, technology preferences, and customer qualification milestones.
Validate Optical Transceiver performance and Code compatibility per customer requirements.
Identify gaps in our product database and work with Engineering to develop new products.
Understand customer technical roadmaps and make product solution recommendations.
Assist customers with their qualification plans and requirements.
Create test plans to replicate customer issues and work with internal teams to ensure customer requirements are completed in a timely manner.
Work jointly with Engineering, PLM, CSEs and Sales teams to articulate customer requirements.
Provide detailed documentation on customer requirements, site visits and action items
Support Junior Engineers with their customer issues and site visits
Qualifications and Experience:
Optical transceiver hardware component (TOSA/ROSA) performance understanding.
In-depth experience with optical transceiver Form Factors to include SFP, SFP+, QSFP and OSFP.
In-depth understanding of optical transmission methods including PAM, Coherent and NRZ.
Ability to read and understand customer design requirements.
Computer skills required: Microsoft Office, HEX, ASCII, EEPROMs
Experience with DWDM, CWDM, MUX/DEMUX optical network typology.
Experience or understanding of Fibre Optic Splitters, Circulators and Amplifiers.
Experience in areas such as network design and implementation, LAN/WAN interfacing, Internet protocols and TCP/IP, and server and network infrastructure.
Experience with Optical Test equipment related to OTDR, BER, SNR and Sensitivity performance testing
Experience with I2C, MDIO and SPI protocols.
Understanding of MSA, IEEE and SFF standards relevant to Optical Transceivers
CCNP, CCIE, or CISSP, ITIL, industry recognized IT related certifications a plus.
Bachelor's Degree (BEng), or four years of related experience and/or training, or equivalent combination of education and experience.
Competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
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