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Product Application Engineer

Employer
Viavi Solutions
Location
Germantown, MD
Closing date
Oct 21, 2021

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VIAVI (NASDAQ: VIAV) has a 90 year history of technical innovations that have evolved to keep pace and address our customer's most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets. We are the people behind the products that help keep the world connected - at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers. Position Overview This Support/Professional Services Engineer position for VIAVI puts you into the centre of the fast-paced Enterprise and Cloud business directly serving our vast array of customers Globally which constitutes businesses in the following sectors (but are not limited to) IT and Communication Service Provider, Banking and Finance, Technology, Energy, Utilities and Mining, Government and Public Services and Retail and Consumer sectors. Our customers use the most advanced and scalable Network Performance Management & Diagnostics (NPMD) systems, designed by VIAVI, to manage, troubleshoot and control their IP networks. Therefore, you will begin by developing a working knowledge of VIAVI's Observer Performance Management Platform products, their performance management applications, and the part they play in ensuring Network Service Delivery. As you attain in-depth technical knowledge of these products, you will also partner with the VIAVI Sales, Product Line Management, Professional Services and other internal commercial teams, to enable our customers grow and drive profitability in their businesses. Job Description Provide enterprise level technical support and professional services of VIAVI's Enterprise and Cloud family of products to our customers. The engineer will provide support via phone, web, email, chat and other channels as required. A background in engineering or IT support is required. The job requires a detailed knowledge of TCP/IP networking, the OSI networking framework and network protocols interaction within this model. In addition, the engineer will be required to deliver professional services to customers in NA. Duties & Responsibilities Provide troubleshooting and technical support via phone, web based tools and email Answer questions from customers, prospective customers and field personnel about the features and capabilities of VIAVI's Enterprise and Cloud product suite. Advise customers regarding the product's proper use and address specific user issues Developing customer-facing documentation for our website on an as-needed basis Communicating customer needs and wishes to our development and engineering staff Conducting root cause analysis that will lead to effective problem solving Work closely with other groups including 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 Delivery of Professional services and customer training Required Experience & Qualifications: Bachelor's or Master's degree in Computer Engineering, Electrical Engineering, Computer Science (and/or related area), or, an equivalent combination of technical education and experience; specifically, familiar with computer network technologies and associated technologies for managing them. 3 - 6 years' experience in IT and the computing industry at large. Experience with network troubleshooting employing protocol analysers and other network management technologies. Strong networking skills in the OSI network framework, Cisco Certifications, TCP/IP, Ethernet, SNMP, Cyber Security. Strong system administration knowledge of Microsoft Windows and Linux Operating Systems, RHEL, Oracle Linux. Familiarity with scripting languages such as Python, Perl, Bash, PowerShell, JSON, WMI, SQL and knowledge of web technologies desirable. Familiarity with database technologies such as MySQL and Redis. Familiarity with Cloud Computing technologies VMware vSphere, ESXI, Hypervisor, Amazon AMI, SaaS, IaaS, SDN and FNV. If you have what it takes to push boundaries and seize opportunities, apply to join our team today. VIAVI Solutions is an equal opportunity and affirmative action employer.

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