Tier 3 Technical Support Engineer

Summary:

About VIAVI Solutions:

VIAVI (NASDAQ: VIAV) is a global leader in software and hardware platforms, providing end-to-end visibility across physical, virtual, and hybrid networks. Our precise intelligence and actionable insights optimize service experiences, enhance customer loyalty, and facilitate transitions to next-generation technologies. Additionally, VIAVI is at the forefront of anti-counterfeiting solutions for currency authentication and high-value optical components and instruments used in diverse government and commercial applications. Learn more about us at www.viavisolutions.com and follow our updates on VIAVI Perspectives, LinkedIn, YouTube, and Facebook.

Job Description:

In this role, you'll be responsible for providing advanced technical support at Tier 3 for customers of our OneLabPro and family of Transport products. You also will drive technical content creation and manage demo resources. This role is critical in achieving excellent customer satisfaction and ensuring our products’ suitability for the target applications. You will be part of the Support and Services team working closely with other levels of support, R&D and product management teams.

Duties & Responsibilities:

• Provide expert-level Tier 3 troubleshooting and resolution of complex customer issues for VIAVI’s Transport and ONE LabPro products.

• Collaborate closely with R&D, product management and T1/T2 support to investigate and resolve customer issues.

• Maintain product expertise on ONE LabPro and transport products and its applications. Keeping up to date with product enhancements, industry trends and networking technologies.

• Communicate professionally and empathetically with customers via phone, email, chat, and other channels.

• Participate in testing and validation of new software releases.

• Participate in product improvement discussions based on customer feedback.

• Assist in creating training materials, user guides and technical documentation.

• Conduct internal training sessions for colleagues and new team members.

• Contribute to internal and customer knowledge bases.

• Maintain and manage the lab for T3 troubleshooting and customer access.

Pre-Requisites / Skills / Experience Requirements:

• Strong understanding of networking principles, including the OSI model and network protocols.

• Cisco Certified Network Associate (CCNA) or equivalent.

• Desire to develop a deep understanding of the ONE LabPro and Transport products and their use cases.

• Proactive approach to troubleshooting and resolving technical issues.

• Ability to explain complex technical concepts to both technical and non-technical audiences.

• Degree (e.g. electrical engineering, computer science) or equivalent work experience.

• Fluent English language skills.

Desired by not essential:

• Experience as an Application Engineer within a high-speed Ethernet (100GE+) networking environment.

• Experience with Physical layer testing of high-speed Ethernet (100GE +).

• German language skills.

Join us at VIAVI, where innovation is not just a buzzword — it’s our driving force. Be part of a global leader in network enablement and optical solutions, spanning 137 countries and 30 distinct market segments. Your expertise will contribute to shaping the future of our industry.

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