Product Applications Engineer

Summary:
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Duties & Responsibilities:

As a Product Application Engineer at VIAVI, you'll play a pivotal role in our fast-paced Lab & Production business. You'll directly serve our global customer base, which includes businesses in the lab and production sectors.

As a Product Application Engineer, your responsibilities will include:

1. Providing enterprise-level technical support and DevOps for VIAVI's ONE LabPro family of products.
2. Assisting customers via phone, web, email, and chat channels.
3. Leveraging your background in engineering or IT support.
4. Demonstrating detailed knowledge of networking, the OSI networking framework, and network protocol interactions within this model.
5. Delivering professional services to ensure customer success.

Technical Support:

1. Provide prompt and effective technical assistance to customers using VIAVI's ONE LabPro products.
2. Troubleshoot issues related to installation, configuration, and usage.
3. Collaborate with customers to understand their specific requirements and tailor solutions accordingly.

Product Expertise:

1. Develop a deep understanding of the ONE LabPro system, including its features, functionalities, and use cases.
2. Stay updated on product enhancements, new releases, and best practices.
3. Conduct product demonstrations and training sessions for customers.

Issue Resolution:

1. Investigate and diagnose complex technical problems reported by customers.
2. Escalate critical issues to higher-level support or engineering teams as needed.
3. Document solutions and create knowledge base articles for common problems.

Customer Communication:

1. Communicate professionally and empathetically with customers via phone, email, chat, and other channels.
2. Manage customer expectations regarding issue resolution timelines.
3. Provide regular updates on ongoing cases.

Collaboration:

1. Work closely with cross-functional teams, including R&D, product management, and quality assurance.
2. Collaborate with field engineers and sales representatives to address customer needs.
3. Participate in product improvement discussions based on customer feedback.

Training and Documentation:

1. Assist in creating training materials, user guides, and technical documentation.
2. Conduct internal training sessions for colleagues and new team members.
3. Contribute to product documentation updates.

Quality Assurance:

1. Participate in testing and validation of new software releases.
2. Identify and report any product defects or usability issues.
3. Validate fixes and enhancements before customer deployment.

Customer Success:

1. Ensure customer satisfaction by providing timely and effective solutions.
2. Proactively engage with customers to understand their evolving needs.
3. Advocate for customers within the organization.

Continuous Learning:

1. Stay informed about industry trends, networking technologies, and competitive products.
2. Attend relevant workshops, conferences, and training sessions.
3. Share knowledge with the team and contribute to continuous improvement.

Adherence to Policies and Procedures:

1. Follow company guidelines, security protocols, and ethical standards.
2. Maintain confidentiality of customer information.
3. Adhere to service level agreements (SLAs) and response time targets.

Pre-Requisites / Skills / Experience Requirements:

Required Experience & Qualifications:

1. Bachelor's degree in electrical engineering, Computer Science, or a related field.
2. Minimum of 2 years of relevant work experience in technical support, application engineering, or a similar role.

Technical Proficiency:

1. Strong understanding of networking principles, including the OSI model and network protocols.
2. Familiarity with Ethernet technologies, including high-speed Ethernet (up to 800GE).
3. Experience with debugging tools and performance validation systems.

Communication Skills:

1. Excellent verbal and written communication skills.
2. Ability to explain complex technical concepts to both technical and non-technical audiences.

Problem-Solving Abilities:

1. Proactive approach to troubleshooting and resolving technical issues.
2. Analytical mindset with attention to detail.

Customer Focus:

1. Customer-centric attitude with a commitment to delivering exceptional service.
2. Ability to empathize with customer challenges and provide effective solutions.

Team Collaboration:

1. Collaborate effectively with cross-functional teams, including R&D, product management, and sales.

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.

Adaptability:

1. Willingness to learn and adapt to new technologies and product features.
2. Ability to thrive in a dynamic and fast-paced environment.

Certifications (Preferred):

1. Cisco Certified Network Associate (CCNA) or equivalent.
2. Any relevant certifications related to Ethernet or network testing.