Technical Support Engineer

Are you passionate about customer success and eager to grow a high-impact service business? As a Technical Support Engineer in VIAVI’s Fiber Optic Lab Services team, you’ll be at the forefront of delivering critical services to global customers using VIAVI’s advanced fiber optic test platforms. This role offers a unique opportunity to shape the evolving field services ecosystem through hands‑on support, calibration, installation, and training engagements.

Duties & Responsibilities Deliver on-site and remote technical services including installations, field calibrations, and customer training. Provide expert-level support via phone, email, and web to troubleshoot and resolve customer issues. Manage service cases using Microsoft Dynamics and ensure timely resolution and documentation.

Collaborate cross-functionally with Sales, R&D, Product Line Management, and Services teams to address customer needs. Create and maintain knowledge base articles, training content, and service documentation. Participate in planning and execution of field service engagements from initiation to customer sign-off.

Act as a customer advocate by communicating feedback and requirements to internal stakeholders. Self-starter that will work closely with other groups including Services, R&D, PLM, and the Customer to implement product/service enhancements and improve customer experience. Prerequisites / Skills / Experience Requirements Required: Bachelor’s degree in Engineering, Applied Science, or related technical field.

Proficiency in fiber optic handling, inspection, and cleaning techniques. Working knowledge of Ethernet/IP networking and device configuration. Strong organizational and planning skills; ability to thrive in a fast-paced, matrixed environment.

Excellent interpersonal and communication skills with a customer-first mindset. Valid passport and willingness to travel globally (25-75%). Experience with VIAVI MAP systems and metrology practices.

Familiarity with tools such as Jira, NI VISA, Java, C++, SQL, or Python. Multilingual communication skills (Spanish, German, Chinese, French are assets). Proficiency in Microsoft Office and Dynamics CRM.

Pay Range: 65,800 to 122,200. Exceptional qualifications, experience and location may impact salary. Benefits: VIAVI offers a competitive benefits package that includes paid time off, health, life and disability insurance, 401(k), and a bonus program.

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities. #J-18808-Ljbffr