Dedicated Customer Technical Support Engineer - Optical Networks & Telecoms

Non-CA Pay Range (Annual):

$121,000.00 - $224,600.00

At Infinera, your base pay is one part of your total compensation package. Your actual base pay will depend on your skills, qualifications, experience, and location. This role may be eligible for equity grants, discretionary bonuses, or commission payments. The amount of these incentives is based on the terms of the Company’s incentive plans, the Company’s financial performance, and/or individual employee job performance.

Infinera also offers paid leave, medical, 

dental, and vision coverage, 401(k),

life, and disability insurance to

eligible employees.

Your Key Responsibilities Would Include:

Summary:

The SW QA Engineer functions as part of the Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC) organization.  Within this role, the SW QA Engineer performs advanced level fault isolation and troubleshooting of assigned Customer issues.

The SW QA Engineer operates cross-functionally with Infinera SW / HW Engineering, Product Line Management (PLM), Global Technical Support (GTS) Teams to effectively and efficiently resolve issues affecting the Customers networks.

Manages assigned escalation support requests with a view towards driving increased Customer satisfaction, analyzing and providing software solutions through product enhancement, defect resolution, documentation, and creation of custom solutions.

Responsibilities:

• Investigate and troubleshoot customer issues in both Production and Lab environments
• Provide root cause analysis and suggestions for corrective actions
• Produce and deliver Customer facing documents that explain technically complex issues
• Produce and deliver post-mortem actions to resolve issues in Customer networks
• Responsible for understanding the technical aspects of the supported product releases and diagnostic logs to provide expert advice concerning any issues that may arise
• Contribute to the development of Knowledge Base content
• Review new release of technical documents for accuracy and completeness
• Test and validate customized scripts prior to release
• Develop and support sustaining Technical Notes and Field Service Bulletins to be utilized by both internal and external operators

Knowledge, Skills, and Abilities

• Prior experience with long haul or metro optical networks required
• Practical knowledge of Ethernet, SONET/SDH, DWDM and OTN
• Experience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.
• Hands-on testing experience with ROADM, EDFA, Raman Amplifiers and Coherent Transponders
• Knowledge in TCP/IP networking, L2/L3 routing and switching is a plus
• Prior system test, scripting and/or new product introduction experience required
• Extensive experience with traffic generators and network protocols analysis tools
• Strong problem-solving skills, applicable to large and complex network scenarios
• Experience with creating Power Point presentations and Excel
• Highly detail-oriented, excellent analytical and troubleshooting skills
• Candidate must possess excellent inter-personal, oral and written communication skills

“This position requires direct or indirect access to certain confidential information, hardware, software, technology, or technical information (referred to here as “Export-Controlled Information”) controlled under the U.S. International Traffic in Arms Regulations (ITAR) and/or the U.S. Export Administration Regulations (EAR). All personnel in this position must be eligible to or be able to obtain authorization from the appropriate agency to access applicable Export-Controlled Information. The U.S. Department of Commerce currently requires a foreign person with a most recent citizenship or permanent residency of Sudan, Ukraine, or a country currently designated in Country Group