Technical Support Engineer

VIAVI Solutions; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A global network solutions provider located in Ottawa is seeking a Technical Support Engineer. The role focuses on delivering both on-site and remote technical services related to fiber optics. Ideal candidates will have a Bachelor's degree in Engineering and hands-on experience in fiber optic handling. The position offers opportunities for global travel and collaboration across various teams, emphasizing customer satisfaction and technical excellence.

Qualifications

• Hands-on Fiber Optic experience, transitioning to a customer-facing role.
• Strong organizational and planning skills.
• Excellent interpersonal and communication skills.

Responsibilities

• Deliver on-site and remote technical services including installations.
• Provide expert-level support to resolve customer issues.
• Manage service cases using Microsoft Dynamics.

Skills

Fiber optic handling

Customer communication

Troubleshooting

Organizational skills

Planning skills

Education

Bachelor’s degree in Engineering, Applied Science, or related technical field

Tools

Microsoft Dynamics

Jira

NI VISA

Java

C++

SQL

Python

Microsoft Office

Job description

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.

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 passionate 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.

About Viavi Solutions

VIAVI (NASDAQ: VIAV) delivers end-to-end visibility across physical, virtual, and hybrid networks through innovative software and hardware platforms. Our solutions empower customers with actionable insights to optimize service experiences, accelerate transitions to next-generation technologies, and enhance profitability. VIAVI is also a global leader in anti-counterfeiting solutions and high-value optical components for government and commercial applications.

Learn more at www.viavisolutions.com and follow us on LinkedIn, Twitter, YouTube, and Facebook.

Position Summary

Are you passionate about customer success and eager to grow a high-impact service business? As a Technical Support Engineer in VIAVI’s Fiber Optic Lab Services team, you’ll be at the forefront of delivering critical services to global customers using VIAVI’s advanced fiber optic test platforms. This role offers a unique opportunity to shape the evolving field services ecosystem through hands‑on support, calibration, installation, and training engagements.

Job Description

We are looking for a motivated candidate with hands‑on Fiber Optic experience who is currently in or wanting to transition to a customer‑facing role and expand their knowledge of calibration and metrology. In this unique opportunity, you will gain in‑depth product and Service knowledge while immediately being able to impact the success of the business. The job requires knowledge of fiber handling/fiber optics, strong organizational and planning skills, and a passion for helping customers solve complex issues within their specific customer environments.

Key Duties & Responsibilities

• Deliver on‑site and remote technical services including installations, field calibrations, and customer training.
• Provide expert‑level support via phone, email, and web to troubleshoot and resolve customer issues.
• Manage service cases using Microsoft Dynamics and ensure timely resolution and documentation.
• Collaborate cross‑functionally with Sales, R&D, Product Line Management, and Services teams to address customer needs.
• Create and maintain knowledge base articles, training content, and service documentation.
• Participate in planning and execution of field service engagements from initiation to customer sign‑off.
• Act as a customer advocate by communicating feedback and requirements to internal stakeholders.
• Self‑starter that will work closely with other groups including Services, R&D, PLM, and the Customer to implement product/service enhancements and improve customer experience.
• Due to hands‑on nature of the job, the role is primarily office‑based.

Required Experience & Qualifications

• Bachelor’s degree in Engineering, Applied Science, or related technical field.
• Proficiency in fiber optic handling, inspection, and cleaning techniques.
• Working knowledge of Ethernet/IP networking and device configuration.
• Strong organizational and planning skills; ability to thrive in a fast‑paced, matrixed environment.
• Excellent interpersonal and communication skills with a customer‑first mindset.
• Valid passport and willingness to travel globally (25–75%).

Preferred Qualifications

• Experience with VIAVI MAP systems and metrology practices.
• Familiarity with tools such as Jira, NI VISA, Java, C++, SQL, or Python.
• Multilingual communication skills (Spanish, German, Chinese, French are assets).
• Proficiency in Microsoft Office and Dynamics CRM.

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 – minorities/females/veterans/persons with disabilities.