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

Requirements

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
Complete understanding of using a RF Spectrum Analyzer, and other signal analysis technologies is a must
Strong background of Linux operating system is a must
Strong background of ethernet networking is a must
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%

Benefits

paid time off
health insurance
life and disability insurance
401(k)
bonus program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HFC networksheadend troubleshootingfield troubleshootinganalog RF broadcast signalsdigital RF broadcast signalsDOCSIS 3.0DOCSIS 3.1QAMOFDMRF Spectrum Analyzer

Soft Skills

problem analysisproblem resolutioncritical thinkingstrong problem-solving skillsteamworkplanningorganizational skillscustomer interactionself-directedeffective communication

Certifications

Bachelor’s degree in Electrical EngineeringBachelor’s degree in Computer EngineeringBachelor’s degree in Computer ScienceMaster’s degree in Electrical EngineeringMaster’s degree in Computer EngineeringMaster’s degree in Computer Science