Support Engineer (DWDM / OTN)

Ekinops; Lannion; Hybride; EUR 40 000 - 60 000; Plein temps

Résumé du poste

An established industry player is seeking a Support Engineer to join their dynamic team. In this role, you will provide exceptional technical support to global customers, ensuring successful implementation and satisfaction with cutting-edge network solutions. You will engage in both pre-sales and post-sales activities, conducting trials and training sessions while collaborating closely with clients. With a strong focus on customer satisfaction, this position offers the opportunity to work in a fast-paced, innovative environment that champions growth and development. If you have a passion for technology and customer service, this is the perfect opportunity for you.

Qualifications

• 10+ years in Telecom with experience in DWDM products.
• Ability to provide technical support and customer training.

Responsabilités

• Deliver technical support and validate solutions for customers.
• Conduct lab and field trials, write test plans, and provide training.

Connaissances

DWDM optical networks

Telecom industry experience

Dark fiber

SONET

OTN

IP

Switched Ethernet

Network Management System

Test and Measurement equipment

Clear communication skills

Formation

Engineer degree

Outils

Optical Spectrum Analyzer

OTDR

Protocol testers

Description du poste

Telework options: hybrid on site – remote (up to 2 days home office per week)

Looking for an exciting and permanent job in a fast-growing high-tech company, offering a variety of assignments and interactions?

Job Context

For over 20 years, Ekinops has been driving innovation in network systems. We provide solutions focused on the needs of communication service providers and enterprises worldwide.

We provide open, trusted and innovative network connectivity and enable our customers’ success by delivering high value-added software-driven solutions. Today, over 120 international service providers, including numerous Tier 1 carriers around the world, trust our people and technologies.

Over 50% of our 500+ strong team works in our multi-national Agile R&D centers. Our company has a strong international background, with sales offices strategically located around the world.

Duties and Responsibilities

As a Support Engineer, you will deliver technical support to worldwide customers (service providers, system integrators, etc.) in order to validate Ekinops solutions in their environment, deliver Installation & Commissioning services, win projects and provide level 3 support and maintenance.

Your main driver is to have the best possible customer satisfaction. You are reporting to the Transport CSO Manager.

Responsibilities: Pre-sales and Post-sales support

1. Lab and field trials at Ekinops premises and/or at customer facilities
2. Write test plans and ensure their execution with the customer
3. Write and support methods of procedures
4. Support customers and/or contractors installations, commissioning and acceptance testing of Ekinops DWDM networks
5. Provide formal and hands-on training to customers on Ekinops transport products (transport platform and network management)
6. Provide technical customer support by mail, phone or Ekinops website including 24/7 coverage
7. Register support requests in Ekinops support trouble ticketing tool and ensure follow-up until ticket closure
8. Open RMAs and ensure RMAs follow-up
9. Work with customers to identify their technical and professional service needs

Profile and Skills

1. Engineer with a specialty in DWDM optical networks
2. 10 years of experience in the Telecom industry, including at least 2 to 5 years of experience integrating/validating DWDM products, deploying DWDM products, or providing technical support with a telecom manufacturer or operator

Skills

1. Experience with dark fiber, SONET, OTN, IP, and switched Ethernet
2. Strong knowledge of DWDM transmission parameters (NLE, OSNR, FEC performance, …)
3. Knowledge of OTN Standards
4. Knowledge in Network Management System and Network Supervision
5. Experience in Test and Measurement equipment for DWDM and Ethernet (Optical Spectrum Analyzer, OTDR, protocol testers…)
6. Experience as a trainer is a plus

Particular Abilities

1. Clear and effective communication skills
2. Service-oriented business mindset
3. Ability to drive several tasks in parallel
4. Experience in customer relations
5. Organized and rigorous
6. Ability to work independently and make decisions
7. Ability to give oral presentations in English