Product Support Engineer III

What do we do?

Product Support Engineers serve primarily to address technical issues relating to product implementation, function and upgrades. In this role you would work directly with customers to resolve problems and create troubleshooting documents.

We are seeking a Product Support Engineer to provide technical support during the development and introduction of new products and features. This includes product testing, customer lab evaluations and demos, first office applications, compliance testing to industry standards, interoperability testing of FNC products, partner products, and other vendor products.

We also provide technical oversight for new products and existing products. We are directly involved with customers to help resolve issues. You would be a member of the Product Support Engineering Team that works directly with Product Planning, Sales, Engineering and the Customer during the New Product Introduction phase of the Product Life Cycle.

• Support lab evaluations and field trials
• Performs system level testing during customer trials and demos. You will have assistance from upper-level Engineers and Product Support Management as needed
• Provide technical support for customer First Office Applications (FOA) and new product trials
• Validate customer acceptance test plans and provide direct lab support to customer engineers during the execution of the test plan
• Troubleshoot and investigate product related issues
• Develop Methods of Procedures for product operations and upgrades

• Minimum of 3 years of product support experience
• Bachelor’s degree in engineering, preferably telecom
• Experience working with 3rd party development preferred.
• Experience managing products, customer solutions within Optical.
• Strong presentation skills and ability to work well with customer technical staff.
• Debugging skills and analytical skills to understand customer issues
• Written and verbal communication skills

• Experience with Telecom Optical transmission equipment
• Experience in EMS/NMS support.
• Hands‑on experience of various communication protocols such as Netconf, TL1 and modelling tools such as Yang

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Finity salaries are aligned to the specific geographic location in which the work is primarily performed. The pay range for this role is estimated at $93,800 to $150,080 USD. Additionally, this role may be eligible for a short‑term incentive based on company results and individual performance.

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Finity recognizes that human resources are its most important capital. To create an environment where all employees can work positively and healthily, both in mind and body, we offer a full range of health, 401K, and other benefits.