Dedicated Customer Technical Support Engineer - Optical Networks & Telecoms

In an increasingly connected world, the pandemic has highlighted just how essential telecom networks are to keeping society running. The Network Infrastructure group is at the heart of a revolution to connectivity, pushing the boundaries to deliver more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise

Join Optical Networks division, where innovation meets scale in the AI-driven data center era. With the recent acquisition of Infinera, we’ve united two industry leaders to create an optical networking powerhouse—combining cutting-edge technology with proven leadership to redefine the future of connectivity.

As a Dedicated Customer Technical Support Engineer in Optical Networks & Telecoms, you will play a crucial role within the Regional Escalation Support (RES) Team of our Technical Assistance Center (TAC). You'll be at the forefront of advanced fault isolation and troubleshooting, working closely with cross-functional teams including Software and Hardware Engineering, Product Line Management, and Global Technical Support. Your expertise will directly impact customer satisfaction by resolving network issues swiftly and effectively. In this dynamic and collaborative environment, you’ll engage with cutting-edge technology, analyze complex problems, and develop innovative solutions—all while contributing to the enhancement of our knowledge base and technical documentation. Join us in a role where your technical skills will make a real difference in the networks of leading telecom operators, driving both your professional growth and our customers' success.

• Conduct in-depth troubleshooting and fault isolation of customer issues in both Production and Lab environments.
• Deliver root cause analyses and actionable corrective measures to enhance customer network reliability.
• Create and present customer-facing documentation explaining complex technical issues and post-mortem actions.
• Collaborate cross-functionally with engineering and global support teams to expedite issue resolution.
• Contribute to Knowledge Base content and ensure accuracy of technical documents for new product releases.
• Test and validate custom scripts and support Technical Notes/System Bulletins for operational use.
• Leverage expertise in optical networking protocols to provide superior escalation support and customer satisfaction.
• Foster strong communication and relationships with customers, ensuring clear understanding of technical challenges and solutions.

• Master’s Degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications, or related field
• Prior experience with long haul or metro optical networks
• Practical knowledge of Ethernet, SONET/SDH, DWDM, and OTN
• Strong analytical and troubleshooting skills for complex network scenarios

It would be nice if you also had:

• Experience with optical test sets (OTDR, OSA, BERT, optical power meters)
• Knowledge in TCP/IP networking and L2/L3 routing and switching
• Experience with creating PowerPoint presentations and Excel
• Familiarity with scripting or new product introduction processes