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Tier 3 Senior Customer Technical Assistance Center (CTAC) Engineer

Company: Infinera
Location: Richardson
Posted on: February 16, 2020

Job Description:

Infinera is the global supplier of innovative networking solutions. Our customers include the leading service providers, data center operators, internet content providers (ICPs), cable operators, enterprises, and government agencies worldwide, including: 9 of the top 10 Tier 1 service providers and 6 of the top 7 ICPs. We design, develop and deliver hardware and software for fiber-based connectivity solutions that span access, aggregation, metro, long haul, and submarine network. Our industry leading, trendsetting edge-to-core solutions provide the foundation for many of the world's largest and most demanding networks that generate billions in service revenue for our customers.
Infinera has pioneered the technique of large scale Photonic integration. Major U.S. and Global networks have taken notice. Our innovation has helped us win market share leadership making us a large part of daily life all around the world with our technology. Our TAC Engineers are a vital part of what we do and will be key in the launch, growth and support of our new business/products

Imagine being part of a team that is fundamentally changing the way people communicate, the way they collaborate, the way they watch TV and explore the universe through the internet. Utilizing our uniquely differentiated technology, we have created a Digital Optical Networking system with more speed, capacity and scalability than ever before. Imagine a world with unlimited bandwidth. The network of tomorrow will allow for content and creativity limited only by the imaginations of its users.

If this is something that interests you, that excites you, come take a look at a team not bound by large company obstacles and bureaucracy, where an idea today can be set in motion tomorrow. Come take a look at Infinera!

The role and goals of the Technical Operations Engineer will be to perform isolation and resolution of customer network event or issue. This includes fault tracking, managing, and resolving reports identified in the process. The technical operations engineer must have a good understanding of network indicator alarms that can be generated and how they impact the customer experience. The engineer must be able to investigate and troubleshoot network faults or events with little or no technical assistance and must be able to identify issues that require immediate escalation. Also, the engineer will be required to assist in the management of various back-office systems for Technical Operations organization. Technical Operations Engineers are highly skilled individuals who have knowledge of all Infinera products and applications. Additionally, these engineers may be required to provide operations support to customers and regional account teams, as necessary.

Responsibilities:


  • Respond to any customer inquiry and/or request urgently and professionally
  • Good knowledge in reading and interpreting debug logs
  • Proficient in using network management application
  • Proficient in reading and interpreting event and debug logs
  • Proficient in delivering product demonstrations
  • Provide training and mentoring to junior personnel
  • Provide escalation support
  • Provide technical assistance to Infinera's customers
  • Provide feedback enhancement to management
  • Support and participate in operational aspects of customer trials and deployment including:


    • Fault tracking
    • Resolving customer-identified problems
    • Contribute and assist in development of knowledge base content
    • Re-create customer issues in the lab and assist in post-mortem actions required for root cause identification
    • Manage lab environment
    • Generate reports
    • Review each release of technical documents for accuracy and completeness

      Requirements:

      • Candidate must possess excellent inter-personal, oral and written communication skills. Technical knowledge of networking standards (SONET/SDH, DWDM/CWDM, and G.709) a plus
      • Good knowledge of L2/L3 networks
      • Knowledge on how to setup L2/L3 networks
      • Network engineering knowledge (Ethernet, IP, MPLS)
      • Linux Knowledge a plus
      • Candidate must also possess ability to articulate broad range of technologies including LAN/WAN, IP and emerging technologies and carriers' operational practices and procedures in working with customers
      • 5+ years of engineering and/or operational experience is required. Experience in a 24X7 optical/transport network operation environment preferred
      • Bachelor Degree in Engineering or related field or equivalent related work experience

        Infinera is an equal opportunity employee. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability. EEO Employer/Vet/Disabled.
        Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability. EEO Employer/Vet/Disabled.

Keywords: Infinera, Dallas , Tier 3 Senior Customer Technical Assistance Center (CTAC) Engineer, IT / Software / Systems , Richardson, Texas

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