Data & Support Analyst I
SmartLight Analytics
SQL
Optical Technical Support Specialist
Switzerland Global Enterprise
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $81,800 - $109,100 per year
Job Level
Mid-LevelSenior
Tech Stack
SFDC
About the role
- Deliver post-sales technical support for Lentronics/JPAX/JMUX products via phone, email, and remote diagnostics
- Diagnose, troubleshoot, and resolve hardware, firmware, and configuration issues on multiplexers, Ethernet interfaces, teleprotection channels, and SCADA transport links
- Support customer field repairs, RMAs, and product replacements—ensuring minimal system downtime and clear communication throughout the process
- Document cases and solutions in Salesforce (SFDC) and contribute to internal knowledge bases
- Collaborate with engineering, product management, and sales teams to escalate and resolve complex issues
- Support product updates (firmware/hardware), configuration tools, and assist customers during system upgrades or migrations
- Participate in field deployments and site support (remotely or on-site) when required
- Provide technical training and best practices to customers, partners, and internal stakeholders
- Maintain expertise in TDM, PDH, and Ethernet over SONET/SDH networks, teleprotection signaling, and synchronization protocols
Requirements
- Minimum 3 years of experience in a technical support or field applications role for telecommunications or networking equipment in industrial environments
- Experience with multiplexer technologies, optical transmission systems, or critical infrastructure communications
- Strong understanding of TDM, Ethernet, IP networking, serial communications (RS-232/RS-485), and teleprotection protocols
- Ability to read and interpret electrical schematics, network diagrams, and system architectures
- Proficient with configuration, testing, and diagnostic tools for telecom/network systems
- Occasional travel (up to 10%) may be required for training or on-site support
Benefits
- Healthcare benefits include medical, dental, vision, and prescription drug coverage
- Access to a Health Coach
- A 24/7 nurse-based resource
- Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
- Retirement benefits include the GE Retirement Savings Plan
- A tax-advantaged 401(k) savings opportunity with company matching contributions
- Company retirement contributions
- Access to Fidelity resources and planning consultants
- Tuition assistance
- Adoption assistance
- Paid parental leave
- Disability insurance
- Life insurance
- Paid time-off for vacation or illness
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingdiagnosticsconfigurationmultiplexer technologiesoptical transmission systemsTDMEthernetIP networkingteleprotection protocols
Soft skills
communicationcollaborationproblem-solvingcustomer servicetraining
