Principal Global NPI Engineer

The Global NPI Engineer is responsible for collaborating with Technical Support, Product Line Management, Hardware & Software Engineering, and System Test teams to enhance customer experience, improve product quality, and ensure successful customer onboarding.

The role includes managing critical customer engagements, supporting product onboarding activities, conducting demonstrations, driving lab certifications, and handling complex customer escalations. The Global NPI Engineer contributes to the definition and implementation of Serviceability Requirements to improve product usability, operational efficiency, and overall customer experience.

In addition, the Global NPI Engineer supports the Product Lifecycle Process, guiding products from First Customer Ship (FCS) through General Availability (GA). Acting as a key liaison between customers, support organizations, and product development teams, the role helps ensure successful new product introductions, accelerated customer adoption, and continuous product improvement.

• Lead critical customer onboarding, including setup, configuration, training, and troubleshooting to ensure successful deployment and adoption.
• Act as the primary point of contact for customer management, fostering strong relationships and addressing customer needs during onboarding and early adoption phases.
• Support and lead customer demonstrations, lab certifications, and early product trials to showcase product capabilities and ensure certification requirements are met.
• Handle escalations for critical customer issues, ensuring timely resolution, clear communication, and follow-through with stakeholders.
• Generate customer test plans for newly released hardware or software features to validate performance in customer environments.
• Contribute to Serviceability Requirements based on customer feedback to enhance product usability and quality using the Product Lifecycle Process.
• Act as a customer advocate in cross-functional meetings to provide feedback that improves customer experience and product quality.
• Provide initial escalation support for new Infinera Hardware & Software Releases from FCS to GA.
• Reproduce early field issues, assist with lab testing, and create technical collaterals for broader communication.
• Collaborate cross-functionally with teams across regions to align on customer needs and product improvements.
• Maintain a consistent feedback loop with customers and internal teams to drive enhanced customer satisfaction and product quality.

• Proven experience in customer management, onboarding, and relationship-building in technical environments.
• Prior experience with Long Haul and/or Metro Optical Networks required.
• Demonstrated ability to lead customer demonstrations, lab certifications, and early field trials.
• Strong escalation management skills, with a track record of resolving critical customer issues effectively.
• Detail-oriented with excellent problem-solving skills, applicable to complex network scenarios.
• Prior exposure to automation (Python, SDN, Net Conf, gNMI, OpenROADM, SNMP, NMS, controller, CLI) is a plus.
• Practical knowledge of Ethernet, DWDM, client interfaces, SONET/SDH (not mandatory), and OTN network concepts & use cases.
• Knowledge of TCP/IP networking, L2/L3 routing, and switching.
• Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters.
• Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent.
• Hands-on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders.
• Prior system test, QA experience, or knowledge of the product development lifecycle is a plus.
• Proficiency in creating PowerPoint presentations and using Excel for customer reporting and documentation.
• Exceptional interpersonal, oral, and written communication skills to engage with customers and internal teams.

• Bachelor's/master's degree in electrical/Electronic Engineering, Computer Engineering, Computer Science, Telecommunications, or a related field.
• At least 7+ years of experience in the job offered or related roles.