Customer-Focused Product Engineer

2 weeks ago


Chandler, Arizona, United States Viavi Solutions Full time

Overview:


As a Technical Product Support Engineer, you will be instrumental in enhancing customer satisfaction by offering specialized assistance for VIAVI's Xgig product range.

The Xgig Analyzer provides sophisticated analysis capabilities, empowering users to achieve optimal product performance.

Your main duty will be to respond to customer inquiries, resolve issues, and assist users in navigating technical challenges associated with Xgig products.


Key Responsibilities:

Customer Engagement:
Respond to customer inquiries promptly and courteously.
Offer expert advice and insights on Xgig products.
Guide customers in configuring, troubleshooting, and maximizing Xgig solutions.
Ensure a superior customer experience through exceptional service.

Technical Issue Resolution:
Identify and rectify technical challenges related to Xgig hardware and software.
Collaborate with cross-functional teams to tackle intricate problems.

Product Expertise:
Acquire comprehensive knowledge of the Xgig product suite.
Stay informed about product updates, features, and best practices.
Educate customers on the functionalities and applications of Xgig products.

PCIe Proficiency:
Develop expertise in PCI Express (PCIe) protocols, including link negotiation, lane configurations, and error management.
Gain insights into CXL protocols.
Ability to troubleshoot PCIe-related challenges and deliver effective solutions.

Protocol Analysis Software Expertise:
Become proficient in the Xgig Protocol Analysis Software Suite.
Understand network protocols, packet analysis, and data capture techniques.

Documentation and Knowledge Sharing:
Maintain detailed records of customer interactions and solutions provided.
Contribute to the knowledge base by creating articles, documentation, and instructional videos.
Collaborate with the Xgig team to enhance product documentation.

Team Collaboration:
Work closely with other technical support representatives, engineers, and product managers.
Escalate complex issues to senior support engineers as needed.
Participate in team meetings and training sessions.
Engage with cross-functional teams on next-generation tools.

Qualifications:
Bachelor's degree in a relevant discipline (Computer Science, Electrical Engineering, or related field).
Strong communication skills and a customer-centric approach.
Solid understanding of networking protocols and hardware.
Preference for candidates with experience in using Protocol Analysis software (e.g., Xgig Protocol Analyzer, Wireshark, or similar tools).
Appreciation for high-level computer architecture concepts, including CPU, memory, cache, and interconnects.
Preference for candidates with experience in Python programming.
Familiarity with data storage technologies.
Willingness to learn and adapt to emerging technologies.
Ability to thrive in a fast-paced, dynamic environment.
Willingness to travel 10-15%.
VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

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