Technical Support Engineer

Summary:

About VIAVI Solutions:

Viavi Solutions (NASDAQ: VIAV) is a global leader in the Test and Measurement Instrumentation marketplace. Our products support a wide range of industries including aerospace, defence and wireless mobile, and broadband communications. Our proven solutions encompass a full spectrum of instrumentation from turnkey systems, standalone boxes or modular components that provide customers with highly reliable, customized, innovative, and cost-effective testing tools for solving their test and measurement requirements. Product areas include Fiber, Cable and Wireless.

Position:

Looking for a great opportunity to kickstart your career in a dynamic and innovative environment? Join us at VIAVI Solutions as a Technical Support Engineer in our St Etienne, France, location! You'll be part of a team of highly skilled engineers supporting VIAVI’s suite of products and develop expertise in fiber optic test and measurement instruments and software. The primary focus of this role is supporting our customers throughout Europe, the Middle East, and Africa (EMEA) in both French and English.

What You’ll Do:

In this role, you'll be at the heart of supporting Enterprise and Business Customers with VIAVI’s products with a focus on our Fiber Optic Test and Measurement products and associated SW systems. Our customers rely on accurate and robust equipment and systems to support the deployment, monitoring, and maintenance of their telecommunication networks. You'll start by developing a working knowledge of VIAVI’s products and providing Tier 1 support. Then develop an understanding of Fiber Optic Equipment and systems, and their role in customers’ telecommunication networks and operations. As you become a Subject Matter Expert (SME) in these products, you'll collaborate with VIAVI’s Sales, Product Line Management, Services, and other internal teams to help our customers grow, ensuring operational efficiency, and exceed their goals.

Duties & Responsibilities:

• Provide T1 product support and professional services for VIAVI’s Products.

• Develop expertise in Fiber Optic Field and Lab test equipment and associated systems, such as cloud-based automation application (TPA).

• Take ownership of customer issues reported and drive to resolution.

• Advise customers regarding the product's proper use and address specific user issues.

• Work with customers to troubleshoot complex issues using VIAVI’s products and solutions.

• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

• Collaborate with Services, R&D, and manufacturing teams to implement enhancements that improve product reliability and serviceability.

• Communicate customer needs and wishes to product management and engineering teams.

• Follow standard procedures for escalation of unresolved issues to the appropriate internal teams.

• Provide prompt and accurate feedback to customers.

• Prepare accurate and timely reports.

• Document knowledge in the form of knowledge base tech notes and articles.

• Develop customer-facing documentation such as Training and Method of Procedures (MoP) when needed.

• Deliver product and advance maintenance training to customers.

• Assist with professional services support when the business requires.

Pre-Requisites / Skills / Experience Requirements:

• A Bachelor’s or Master’s degree in Electrical Engineering, Physics, Computer Science, or a related area.

• Familiarity with fiber optic technologies is a plus.

• Fluent in French and English.

• Enthusiasm to learn about VIAVI’s Fiber Optic Product Families and Systems.

• Ability to work well in a team and a supportive environment.

• Self-directed, with strong prioritizing, planning, and organizing skills to meet customer needs and performance targets.

• Strong problem-solving skills and the ability to excel in a fast-paced, agile environment.

• Effective written, oral, and presentation skills.

• Enjoy interacting with a wide range of people and external customer interaction.

• Creative and motivated individual.

• Willingness to travel occasionally, up to 10%.

Nice to Have:

• Familiarity with fiber optic technologies

• Basic understanding of Linux Operating Systems.

• Experience with mobile applications.

• Familiarity with scripting languages and/or programming languages.

If you have what it takes to push boundaries and seize opportunities, apply to join our team today.

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