Technical Support Engineer

Viavi Solutions Inc.; Ottawa; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading technology firm in Ottawa is seeking a motivated candidate for a customer-facing technical role. The position requires hands-on fiber optic experience and offers the chance to expand your knowledge in calibration and metrology while impacting business success. Responsibilities include delivering technical services, troubleshooting customer issues, and managing service cases. Ideal candidates should possess a Bachelor's degree in Engineering and have strong organizational and communication skills. This role involves global travel and offers a vibrant office-based work environment.

Qualifications

• Proficiency in fiber optic handling, inspection, and cleaning techniques.
• Working knowledge of Ethernet/IP networking and device configuration.
• Valid passport and willingness to travel globally (25–75%).

Responsibilities

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

Skills

Fiber optic handling

Strong organizational skills

Excellent communication skills

Customer-first mindset

Education

Bachelor’s degree in Engineering or Applied Science

Tools

Microsoft Dynamics

Jira

Microsoft Office

Job description

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.