Technical Engineer

Summary

VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.

• Provide product support and professional services of VIAVI’s Fiber Access Solutions family of products.
• Deliver product and advanced 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.

• 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, and complete understanding of using an RF Spectrum Analyzer and other signal analysis technologies.
• Strong background with Linux operating system.
• Strong background with Ethernet networking.
• Familiarity with Kubernetes and Docker-based applications is a plus.
• Familiarity with scripting languages and/or programming languages is a plus.
• 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%).

Job Posting Pay Range: 75,705 to 140,595. VIAVI offers a competitive benefits package that includes paid time off, health, life and disability insurance, 401(k), and a bonus program.

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.