Senior Principal, Global NPI

Jobtailor

Richardson (TX)

On-site

USD 140,000 - 210,000

Full time

4 days ago

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Job summary

Jobtailor in Richardson, TX seeks a senior customer onboarding and support professional to lead onboarding, demonstrations, and early product trials for complex optical networks. You will manage critical escalations, draft test plans for new hardware and software, and collaborate with cross‑functional teams across regions to enhance customer satisfaction and product quality.

The role requires deep experience in Ethernet/DWDM/OTN networks, strong communication, and a track record of guiding

Qualifications

Proven experience in customer management, onboarding, and relationship-building in technical environments
Prior experience with Long Haul and/or Metro Optical Networks required
Demonstrated ability to lead customer demonstrations, lab certifications, and early field trials
Strong escalation management skills and experience resolving critical customer issues
Detail‑oriented problem‑solving skills applicable to complex network scenarios
Practical knowledge of Ethernet, DWDM, client interfaces, and OTN network concepts and use cases
Knowledge of TCP/IP networking, L2/L3 routing, and switching
Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters
Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent
Hands‑on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders
Proficiency in PowerPoint and Excel for customer reporting and documentation
Exceptional oral and written communication skills for engaging customers and internal teams
Bachelor's or master's degree in electrical/electronic engineering, computer engineering, computer science, telecommunications, or a related field
At least 15+ years of experience in the job offered or related roles
Exposure to automation using Python, SDN, NetConf, gNMI, OpenROADM, SNMP, NMS, controllers, or CLI is a plus
SONET/SDH knowledge is not mandatory
Prior system test, QA experience, or product development lifecycle knowledge is a plus

Responsibilities

Lead critical customer onboarding, including setup, configuration, training, and troubleshooting
Act as the primary customer-management contact during onboarding and early adoption
Lead customer demonstrations, lab certifications, and early product trials
Handle critical customer escalations through timely resolution and stakeholder communication
Generate customer test plans for newly released hardware and software features
Contribute to Serviceability Requirements using customer feedback and the Product Lifecycle Process
Advocate for customers in cross-functional meetings to improve customer experience and product quality
Provide initial escalation support for new Infinera hardware and software releases from FCS to GA
Reproduce early field issues, assist with lab testing, and create technical collateral
Collaborate with cross-functional teams across regions on customer needs and product improvements
Maintain feedback loops with customers and internal teams to improve satisfaction and product quality

Skills

Customer Management

Onboarding Experience

Escalation Management

Optical Network Knowledge

Technical Documentation

Python Automation

Education

Bachelor's or Master's in Electrical/Electronic Engineering, Computer Engineering, Computer Science, Telecommunications or related field

Tools

Spirent

IXIA

Agilent

OTDR

OSA

BERT

Optical Power Meters

PowerPoint

Excel

Job description

Lead critical customer onboarding, including setup, configuration, training, and troubleshooting
Act as the primary customer-management contact during onboarding and early adoption
Lead customer demonstrations, lab certifications, and early product trials
Handle critical customer escalations through timely resolution and stakeholder communication
Generate customer test plans for newly released hardware and software features
Contribute to Serviceability Requirements using customer feedback and the Product Lifecycle Process
Advocate for customers in cross-functional meetings to improve customer experience and product quality
Provide initial escalation support for new Infinera hardware and software releases from FCS to GA
Reproduce early field issues, assist with lab testing, and create technical collateral
Collaborate with cross-functional teams across regions on customer needs and product improvements
Maintain feedback loops with customers and internal teams to improve satisfaction and product quality

Requirements

Proven experience in customer management, onboarding, and relationship-building in technical environments
Prior experience with Long Haul and/or Metro Optical Networks required
Demonstrated ability to lead customer demonstrations, lab certifications, and early field trials
Strong escalation management skills and experience resolving critical customer issues
Detail‑oriented problem‑solving skills applicable to complex network scenarios
Practical knowledge of Ethernet, DWDM, client interfaces, and OTN network concepts and use cases
Knowledge of TCP/IP networking, L2/L3 routing, and switching
Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters
Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent
Hands‑on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders
Proficiency in PowerPoint and Excel for customer reporting and documentation
Exceptional oral and written communication skills for engaging customers and internal teams
Bachelor's or master's degree in electrical/electronic engineering, computer engineering, computer science, telecommunications, or a related field
At least 15+ years of experience in the job offered or related roles
Exposure to automation using Python, SDN, NetConf, gNMI, OpenROADM, SNMP, NMS, controllers, or CLI is a plus
SONET/SDH knowledge is not mandatory
Prior system test, QA experience, or product development lifecycle knowledge is a plus

Core Competencies

Demonstrates expertise in customer management and onboarding within technical environments, with a strong focus on escalation management and problem‑solving in complex network scenarios. Proficient in utilizing technical knowledge of optical networks and related tools to enhance customer experience and product quality.

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