Technical Support Engineer

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

Job summary

A leading global network solutions provider in Ottawa is seeking a Skilled Technical Support Engineer to deliver critical services through installations, calibration, and training in fiber optics. This role emphasizes a customer-first approach while collaborating cross-functionally to ensure satisfaction. Ideal candidates possess a Bachelor's degree in Engineering or a related field and proficiency in networking and fiber optic techniques. Applicants must be willing to travel globally and possess excellent communication skills.

Qualifications

• 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 environment.

Responsibilities

• Deliver on-site and remote technical services including installations and customer training.
• Provide expert-level support to troubleshoot and resolve customer issues.
• Manage service cases to ensure timely resolution.
• Collaborate cross-functionally to address customer needs.

Skills

Fiber optic handling

Ethernet/IP networking

Organizational skills

Interpersonal communication

Education

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

Tools

Jira

Microsoft Office

Dynamics CRM

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.

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.

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.
• Work closely with other groups including Services, R&D, PLM, and the Customer to implement product/service enhancements and improve customer experience.
• Due to the hands‑on nature of the job, the role is primarily office‑based.

Pre‑Requisites / Skills / Experience Requirements

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.