Technical Engineer

Summary VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications. Duties & Responsibilities Provide product support and professional services of VIAVI’s Fiber Access Solutions family of products. Deliver product and advanced 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. Qualifications 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, and complete understanding of using an RF Spectrum Analyzer and other signal analysis technologies. Strong background with Linux operating system. Strong background with Ethernet networking. 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 Job Posting Pay Range: 75,705 to 140,595. VIAVI offers a competitive benefits package that includes paid time off, health, life and disability insurance, 401(k), and a bonus program. EEO Statement VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities. #J-18808-Ljbffr Viavi Solutions Inc.