Technical Engineer Tier 2

VIAVI Solutions•Germantown, MD

About The Position

Position: As a Product Application Engineer, Tier 2 at VIAVI, you’ll play a pivotal role in our fast-paced FAS business line. You’ll directly serve our global customer base, supporting products from our Fiber access solutions portfolio. In this role, you will support our vast array of customers globally. Job Description: Primary responsibilities will include providing product support, technology consulting, and training. Also, a key role will be to identify business development opportunities to better meet the needs of our customers. A background in engineering or IT support is required.

Requirements

Bachelor’s or master’s degree in electrical engineering, Computer Engineering, Computer Science (and/or related area), or an equivalent combination of technical education and experience.
5+ years’ experience in IT/Telecom/DWDM/optical networks support function.
Linux OS experience
Proficient in Programming/scripting ( Python, bash, etc)
Proficient with REST API
Solid experience in problem analysis and resolution of software problems.
Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
Experience in customer-facing work and delivery of services.
Effective written, oral, and presentation skills.

Nice To Haves

Experience with GIS based software a plus
Experience in telecom test and measurement a plus

Responsibilities

Deliver product and advance maintenance training to customers
Responsible for supporting VIAVI Fiber Monitoring solution for customers across North American market. Typically involves extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams.
A strong technical background in fiber networks is required to understand and provide clients with consultative advice on proper system configuration and usage.
Training system capabilities and use case processes to key stakeholders
Advise customers regarding the product's proper use and address specific user issues
Communicate customer needs and wishes to our PLM, development, and engineering staff
Identify key use cases by working with customers to troubleshoot complex issues using VIAVI’s products and solutions.
Work closely with other groups including Services, R&D and manufacturing to implement enhancements that improve product reliability and serviceability
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers