Job Description

Dedicated Customer Technical Support Engineer - Optical Networks & TelecomsUK Or Carnaxide - Lisbon, PortugalInfinera Lisbon Office Tour;https://www.youtube.com/watch?v=BZbGUKkJK2ISummary:The Technical Support Engineer functions as part of the Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC) organization. Within this role, the TS Engineer performs advanced level fault isolation and troubleshooting of assigned Customer issues.The TS 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 environmentsProvide root cause analysis and suggestions for corrective actionsProduce and deliver Customer facing documents that explain technically complex issuesProduce and deliver post-mortem actions to resolve issues in Customer networksResponsible for understanding the technical aspects of the supported product releases and diagnostic logs to provide expert advice concerning any issues that may ariseContribute to the development of Knowledge Base contentReview new release of technical documents for accuracy and completenessTest and validate customized scripts prior to releaseDevelop and support sustaining Technical Notes and Field Service Bulletins to be utilized by both internal and external operatorsKnowledge, Skills, and AbilitiesPrior experience with long haul or metro optical networks requiredPractical knowledge of Ethernet, SONET/SDH, DWDM and OTNExperience 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 TranspondersKnowledge in TCP/IP networking, L2/L3 routing and switching is a plusPrior system test, scripting and/or new product introduction experience requiredExtensive experience with traffic generators and network protocols analysis toolsStrong problem-solving skills, applicable to large and complex network scenariosExperience with creating Power Point presentations and ExcelHighly detail-oriented, excellent analytical and troubleshooting skillsCandidate must possess excellent inter-personal, oral and written communication skillsEducation & Experience Necessary For Success:Requires a Masters Degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field and industry experience in the job offered or in escalation engineering support in the optical networking industry.#LI-GA1#LI-HybridThis 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 (Supplement No. 1 to Part 740, Title 15) to have an export control license to access our Export-Controlled Information, unless they meet certain exemptions provided under U.S. export control laws and regulations. The list of applicable countries in Country Group may be updated by the U.S. government from time to time. The current processing time for an export control license is approximately 4 to 6 months.Your employment or engagement with Infinera shall be contingent on verifying your eligibility or requirement for obtaining a necessary license and/or authorization from the appropriate agency. You will be required to provide certain information for export control compliance assessment purposes, and your information will be reviewed by Infinera's hiring and export control teams to ensure compliance with the U.S. export control laws and regulations. Infinera will collect necessary documents (such as proof of citizenship etc.) to assess license/authorization requirements if you are offered and accept the position.Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Infinera complies with all applicable state and local laws governing nondiscrimination in employment.

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