Senior Technical Support Engineer

• Provide troubleshooting and technical support via phone, web-based tools, and email

• Answer questions from customers, prospective customers, and field personnel about the features and capabilities of VIAVI’s VIA product suite.

• Developing customer-facing documentation for our website on an as-needed basis

• Conducting root cause analysis that will lead to effective problem solving

• Work closely with other groups including R&D and manufacturing to implement enhancements that improve product reliability and serviceability

• Take ownership of customer issues reported and see problems through to resolution

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Provide prompt and accurate feedback to customers

• Prepare accurate and timely reports

• Bachelor’s or Master’s degree in Computer Engineering, Electrical Engineering, Computer Science  (and/or related area), or, an equivalent combination of technical education and experience; specifically, familiar with computer network technologies and associated technologies for managing them.

• 4 – 8 years experience in IT and the computing industry at large. 

• Very strong system administration knowledge of Linux Operating Systems is a must-have.

• Experience in analyzing and troubleshooting complex technical problems is a must-have.

• Experience in containerization and orchestration using industry-standard tools.

• Familiarity with scripting languages such as Python, Perl, Bash, PowerShell, JSON, WMI, SQL, and knowledge of web technologies desirable.

• Familiarity with database technologies such as MySQL and Redis.

• Familiarity with Cloud Computing technologies VMware vSphere, ESXI, Hypervisor, Amazon AMI, SaaS, IaaS

• Proven ability to function in a self-directed environment

• Familiarity with the Microsoft Windows system is a plus.

• Familiarity with mobile network protocols is a plus.

• Cyber security skills are a plus.