Product Support Engineer

1 month ago

Ottawa, Canada Viavi Solutions Inc. Full time

Description


As a Product Application Engineer, your responsibilities will include: Providing enterprise-level technical support and DevOps for VIAVI’s ONE LabPro family of products. Assisting customers via phone, web, email, and chat channels. Leveraging your background in engineering or IT support. Demonstrating detailed knowledge of networking, the OSI networking framework, and network protocol interactions within this model. Delivering professional services to ensure customer success.
 

Duties & Responsibilities
Technical Support:

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

Product Expertise:

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


Issue Resolution:

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

Customer Communication:

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


Collaboration:

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

Training and Documentation:

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


Quality Assurance:

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


Customer Success:

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


Continuous Learning:

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

Adherence to Policies and Procedures:

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

Pre-Requisites / Skills / Experience Requirements:

Required Experience & Qualifications
Education and Experience:

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

Technical Proficiency:

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

Communication Skills:

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

Problem-Solving Abilities:

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

Customer Focus:

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

Team Collaboration:

Collaborate effectively with cross-functional teams, including R&D, product management, and sales. Participate in knowledge sharing and contribute to team success.

Adaptability:

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


Certifications (Preferred):

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

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.

  • Structural Eit

    1 month ago

    Ottawa, Canada DesignWorks Engineer & Inspections Ltd. Full time

    **Structural EIT - Ottawa** Hello and welcome to Design Works Engineering! We are a multi-discipline engineering firm inclusive of civil engineering, structural engineering, mechanical engineering, electrical engineering, energy modelling, and fire protection design. We are one of the fastest growing engineering firms in the nation for a reason: our...

  • Product Support Analyst

    3 weeks ago

    Ottawa, Canada Aversan Full time

    **Product Support Analyst, Marine Systems **to ***work on leading edge technology products **Location**: Ottawa, ON (Remote) **RESPONSIBILITIES**: - Conduct, contribute and assist in the identification of material resources to support system and subsystem preventive and corrective maintenance programs. - Review elements of the technical data package to...

  • Product Support Analyst

    4 weeks ago

    Ottawa, Ontario, Canada Aversan Full time

    Product Support Analyst, Marine Systems to***work on leading edge technology productsLocation: Ottawa, ON (Remote)RESPONSIBILITIES: Conduct, contribute and assist in the identification of material resources to support system and subsystem preventive and corrective maintenance programs. Review elements of the technical data package to ensure that the...

  • IAM Engineer

    2 weeks ago

    Ottawa, Canada Software & Support Media GmbH Full time

    DescriptionAs an IAM Engineer , you will work alongside our team of engineers and architects to install, integrate, and deploy IAM solutions in support of our client's IT security initiatives. OKYou will also provide ongoing maintenance and configuration support to improve the client's overall security posture. Essential Functions: Collaborate with lead...

  • IAM Engineer

    3 weeks ago

    Ottawa, Canada Software & Support Media GmbH Full time

    DescriptionAs an IAM Engineer , you will work alongside our team of engineers and architects to install, integrate, and deploy IAM solutions in support of our client's IT security initiatives. OKYou will also provide ongoing maintenance and configuration support to improve the client's overall security posture. Essential Functions: Collaborate with lead...

  • Staff Product Engineer

    1 week ago

    Ottawa, Canada Skyworks Full time

    As a Product Engineer, you will be working in a multi-disciplinary team of engineers and project managers to bring Skyworks RF integrated front end solutions to high volume manufacturing. You will be working closely with various engineers across various geographical locations to resolve issues during the NPI cycle in order to produce high yielding and...

  • Staff Product Engineer

    1 week ago

    Ottawa, Canada Skyworks Full time

    As a Product Engineer, you will be working in a multi-disciplinary team of engineers and project managers to bring Skyworks RF integrated front end solutions to high volume manufacturing. You will be working closely with various engineers across various geographical locations to resolve issues during the NPI cycle in order to produce high yielding and...

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Canada Fortinet Full time

    Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a Technical Support Engineer to join our Ottawa office to provide...

  • Technical Support Engineer

    5 days ago

    Ottawa, Canada Fortinet Full time

    Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currently seeking a Technical Support Engineer to join our Ottawa office to provide...

  • Technical Support Engineer

    1 month ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking for an experienced Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers.The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Fortinet is looking for an experienced Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers.The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    3 weeks ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking for an experienced Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers.The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Fortinet is looking for Technical Support Engineer to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products...

  • Staff Product Engineer

    2 weeks ago

    Ottawa, Canada Skyworks Solutions, Inc. Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: If you are looking for a challenging and exciting career in the world of technology, then look no further. Skyworks is an innovator of high performance analog semiconductors whose solutions are powering the wireless networking revolution. At Skyworks, you...

  • Staff Product Engineer

    1 month ago

    Ottawa, Canada Skyworks Solutions, Inc. Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: If you are looking for a challenging and exciting career in the world of technology, then look no further. Skyworks is an innovator of high performance analog semiconductors whose solutions are powering the wireless networking revolution. At Skyworks, you...

  • Staff Product Engineer

    1 month ago

    Ottawa, Canada Skyworks Full time

    If you are looking for a challenging and exciting career in the world of technology, then look no further. Skyworks is an innovator of high-performance analog semiconductors whose solutions are powering the wireless networking revolution. Through our broad technology expertise and one of the most extensive product portfolios in the industry, we are ...

  • Product Safety Engineer

    4 weeks ago

    Ottawa, Ontario, Canada TÜV SÜD Full time

    TÜV SÜD America Inc., a global leader in testing, inspection, and certification, has an immediate opening for Product safety engineers based in Ottawa, ON.At TÜV SÜD America, we are passionate about technology, people, and the environment. Our commitment is to invest in our employees as well as to hire, develop, and engage the best talent to help us...

  • Technical Support Engineer

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    The Technical Support Engineer will provide product support for Fortinet's FortiNAC solution. A challenging and satisfying opportunity for a highly motivated customer centric individual to work in a multi-tiered support team assisting customers with "FortiNAC" questions, configuration, and break fix issues. The individual is experienced in security policies...

  • Technical Support Engineer

    3 weeks ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking for an experienced Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and...

  • Technical Support Engineer

    3 weeks ago

    Ottawa, Canada Fortinet Full time

    Fortinet is looking for Technical Support Engineer to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products...