Tier 3 Technical Support Engineer – High-speed Ethernet (100GE+)

Duties & Responsibilities

What You’ll Do:

• Provide Tier1 product support and professional services for VIAVI’s products.
• Develop expertise in fiber‑optic field and lab test equipment and associated systems, such as the cloud‑based automation application (TPA).
• Take ownership of customer issues reported and drive to resolution.
• Advise customers regarding the product’s proper use and address specific user issues.
• Work with customers to troubleshoot complex issues using VIAVI’s products and solutions.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Collaborate with Services, R&D, and manufacturing teams to implement enhancements that improve product reliability and serviceability.
• Communicate customer needs and wishes to product management and engineering teams.
• Follow standard procedures for escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge‑base tech notes and articles.
• Develop customer‑facing documentation such as training and methods of procedures (MoP) when needed.
• Deliver product and advanced maintenance training to customers.
• Assist with professional services support when the business requires.

Pre‑Requisites / Skills / Experience Requirements

• A bachelor’s or master’s degree in electrical engineering, physics, computer science, or a related area.
• Familiarity with fiber‑optic technologies is a plus.
• Fluent in French and English.
• Enthusiasm to learn about VIAVI’s fiber‑optic product families and systems.
• Ability to work well in a team and a supportive environment.
• Self‑directed, with strong prioritizing, planning, and organizing skills to meet customer needs and performance targets.
• Strong problem‑solving skills and the ability to excel in a fast‑paced, agile environment.
• Effective written, oral, and presentation skills.
• Enjoy interacting with a wide range of people and external customer interaction.
• Creative and motivated individual.
• Willingness to travel occasionally, up to 10%.

Nice to Have

• Familiarity with fiber‑optic technologies.
• Basic understanding of Linux operating systems.
• Experience with mobile applications.
• Familiarity with scripting languages and/or programming languages.

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