Technical Engineer

Viavi Solutions•Germantown, MD

45d

About The Position

In this role, you will support our vast array of customers globally who are part of our Fiber Access Solutions business unit. You will begin by developing a working knowledge of VIAVI’s Fiber Access Solutions products and their performance management applications. As you attain in-depth technical knowledge of these products, you will also partner with VIAVI Sales, Product Line Management, Services, and other internal commercial teams, to enable our customers to grow, ensure highest operational efficiency and exceed their internal organization objectives. The Technical Engineer 2 at Viavi Solutions Inc. will contribute to the design, development, and support of cutting-edge telecommunications and network testing solutions. This role involves applying engineering principles to solve complex technical challenges, ensuring product quality and customer satisfaction.

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.
Specifically familiar with HFC (Hybrid Fiber Coax) networks including:
Understanding both headend and field troubleshooting
Analog and digital RF broadcast signals
DOCSIS 3.0 and 3.1 QAM OFDM OFDM-A
Return path troubleshooting
Complete understanding of using a RF Spectrum Analyzer, and other signal analysis technologies is a must
Strong background of Linux operating system is a must
Strong background of ethernet networking is a must
Solid experience in problem analysis and resolution of software problems.
Proven ability to function in a self-directed environment.
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.
Demonstrated teamwork, strong planning, and organizational skills.
Ability to interact with a wide range of people and enjoy external customer interaction.
Creative and motivated individual.
Willingness to travel occasionally 10%

Nice To Haves

Familiarity with Kubernetes and Docker based applications is a plus
Familiarity with scripting languages and/or programming languages is a plus.

Responsibilities

Provide product support and professional services of VIAVI’s Fiber Access Solutions family of products
Deliver product and advance maintenance training to customers
Develop customer-facing documentation such as Training documentation and Method of Procedures (MoP) documentation.
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
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Participate as a Service Planner where you will be responsible for developing and implementing service plans for new products.