Technical Support Engineer (German/English)

VIAVI Solutions; City of Edinburgh; On-site; GBP 30,000 - 60,000; Full time

Job description

Summary:

VIAVI (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers’ most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.

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 fierce 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.

This Technical Support Engineer position located in VIAVI’s office in Edinburgh, UK or Eningen (Germany) will position you amongst a team of highly-skilled Engineers supporting VIAVI’s Fiber Optic Test and Measurement instruments utilized by our customers throughout Europe, Middle-East and Africa (EMEA) in German and English Languages.

This role puts you into the center of supporting Enterprise and Business Customers with VIAVI’s Fiber Optic Test and Measurement products and associated systems. Our customers depend on accurate and robust equipment and systems to support the deployment, monitoring and maintenance of their telecommunication networks. Therefore, you will begin by developing a working knowledge of VIAVI’s Fiber Optic Equipment and systems, and an understanding of the part they play in customer’s telecommunication networks and operations. As you attain Subject Matter Expertise (SME) in these products, you will partner with the VIAVI Sales, Product Line Management, Services, and other internal commercial teams, to enable our customers to grow, ensure highest operational efficiency and exceed their internal organization objectives.

Duties & Responsibilities:

Job Description:

Technical Support Engineer will deliver technical support to customers on VIAVI’s Fiber Optic and Field and Lab Test equipment and TPA (Test Process Automation) systems. Primary responsibilities will include providing product support, technology consulting, and training to our customer base and attaining SME status on Fiber Optic Instruments, working with engineering and product line management teams when required. A background in engineering or IT support is required. The job requires a proficient level of knowledge of troubleshooting methodology and working knowledge of Ethernet IP, fiber optics and measurement equipment.

• Provide product support and professional services for VIAVI’s Fiber Optic Field and Lab test equipment and associated systems, such as cloud-based automation application (TPA).
• Advise customers regarding the product's proper use and address specific user issues.
• Communicate customer needs and wishes to product management and Engineering teams.
• Identify key use cases by working with customers to troubleshoot complex issues using VIAVI’s products and solutions.
• Work closely with other groups including Services, R&D and manufacturing to implement enhancements that improve product reliability and serviceability.
• Take ownership of customer issues reported and drive to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Document knowledge in the form of knowledge base tech notes and articles.
• When needed, develop customer-facing documentation such as Training and Method of Procedures (MoP).
• Deliver product and advance maintenance training to customers.
• Assist with professional services support when the business requires.

Pre-Requisites / Skills / Experience Requirements:

• Bachelor’s or Master’s degree in Electrical Engineering, Physics, Computer Science (and/or related area), or an equivalent combination of technical education and experience; specifically, familiar with fiber optic technologies.
• Fluent in German and English. Optional French language skills are appreciated.
• Key contributor. Participation is critical to projects. Significant influence with customer and management. May be utilized as internal consultant.
• Knowledge of, or enthusiasm to learn about, VIAVI’s Fiber Optic Product Families and Systems.
• Proven ability to work well in a team in a supportive environment.
• Self-directed, effectively prioritizing, planning and organizing to satisfy customers and meet performance targets.
• Familiarity with Fiber Optics and/or telecommunication / IP infrastructure, deployment, maintenance and monitoring.
• Solid experience in problem analysis and resolution of software and hardware problems.
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.
• Experience in customer-facing work and delivery of services.
• Effective written, oral, and presentation skills.
• Ability to interact with a wide range of people and enjoy external customer interaction.
• Creative and motivated individual.
• Willingness to travel occasionally, up to 10%.

Desired but not essential:

• Basic understanding of Linux Operating Systems.
• Experience with Mobile applications.
• Familiarity with scripting languages and/or programming languages.

If you have what it takes to push boundaries and seize opportunities, apply to join our team today.

#LI-Hybrid