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Product Support Engineer
2 months ago
Overview:
As a Product Support Engineer, you will be instrumental in ensuring client satisfaction by delivering expert assistance for VIAVI's Xgig product range.
Your main duty will be to respond to client inquiries, troubleshoot challenges, and assist users with technical issues related to Xgig products.
Key Responsibilities:
Client Assistance:
Respond to client calls in a timely and professional manner.
Offer expert advice and insights on Xgig products.
Support clients in configuring, troubleshooting, and enhancing Xgig solutions.
Ensure a positive client experience by delivering outstanding service.
Technical Diagnostics:
Identify and resolve technical challenges associated with Xgig hardware and software.
Collaborate with cross-functional teams to tackle complex issues.
Product Expertise:
Develop an in-depth understanding of the Xgig product range.
Stay informed about product updates, features, and best practices.
Educate clients on the capabilities and usage of Xgig products.
PCIe Proficiency:
Achieve proficiency with PCI Express (PCIe) protocols, including link negotiation, lane configurations, and error management.
Gain insights into CXL protocols.
Effectively troubleshoot PCIe-related challenges and provide solutions.
Protocol Analysis Tools:
Become an authority on the Xgig Protocol Analysis Software Suite.
Understand network protocols, packet analysis, and data capture techniques.
Documentation and Reporting:
Maintain precise records of client interactions and solutions provided.
Contribute to the knowledge base by developing 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 intricate issues to senior support engineers when necessary.
Participate in team meetings and training sessions.
Engage with cross-functional teams on next-generation tools.
Qualifications:
Bachelor's degree in a relevant field (Computer Science, Electrical Engineering, or related).
Strong communication skills and a customer service focus.
Good 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.
Eagerness to learn and adapt to new 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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