Customer Expert Engineer

About the Job:
The company is a technology service provider and industry-leading outsourced partner with over 26 years of experience. We specialize in providing professional and managed services to OEMs, system integrators, and financial services providers globally, as well as IT and Telco companies.

We are currently seeking a Customer Expert Engineer to support a leading global telecommunication vendor.

Key Responsibilities:

• Provide 24x7x365 technical support for DWDM/OTN products including 1830 PSS/PSI-M series and WSNOC.
• Act as a technical expert to guide network interventions and mitigate traffic-impacting issues.
• Troubleshoot and isolate complex customer issues in Production and Lab environments, ensuring timely resolution.
• Conduct root cause analysis and recommend corrective actions to enhance customer experience.
• Create clear and informative documentation explaining technical issues for customer understanding.
• Develop post-mortem reports detailing actions taken to resolve network issues, contributing to continuous improvement.
• Collaborate cross-functionally with SW/HW Engineering and other teams to implement effective solutions.

Key Qualifications:

• 4-8 years of relevant experience in DWDM/WDM optical networking technical support, escalation engineering, or related functions in the optical networking industry.
• Knowledge of the 1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64) and PSI-M.
• Familiarity with Optical NMS WS-NOC (NFM-T) and 1830 SMS.
• Experience in a customer-facing environment.
• Working knowledge of Optical DWDM / OTN theory/operation.
• Hands-on experience with ROADM, EDFA, and Coherent Transponders.

Work Conditions:
On-site, Full-time, Employed Contract

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