Non-CA Pay Range (Annual):$85,100.00 - $158,000.00At Infinera, your base pay is one part of your total compensation package. Your actual base pay will depend on your skills, qualifications, experience, and location. This role may be eligible for equity grants, discretionary bonuses, or commission payments. The amount of these incentives is based on the terms of the Company’s incentive plans, the Company’s financial performance, and/or individual employee job performance.Infinera also offers paid leave, medical, dental, and vision coverage, 401(k), life, and disability insurance toeligible employees.The Infinera Technical Support Engineer is responsible for providing technical support and assistance to customers who are experiencing complex issues related to Infinera products. The ideal candidate will have a strong understanding of Infinera products and associated technologies, as well as excellent communication and problem-solving skills.Key Responsibilities:Troubleshoot complex issues related to Infinera products and provide solutions to customers in a timely manner.Engage with customers proactively to understand their needs and provide technical assistance accordingly.Collaborate with other teams within the company to resolve customer issues that require escalation.Provide training and technical guidance to Tier 1 and Tier 2 support teams to improve their technical knowledge and expertise.Contribute to the development of internal knowledge bases and best practices to ensure efficient resolution of customer issues.Maintain accurate and detailed records of customer interactions and issue resolution in the company's ticketing system.Participation in a 24x7 on-call rotation.Additional duties as assigned.Specific Job Skills and Qualifications:B.Sc. or M.Sc. Degree in a field related to Telecommunications including, but not limited to, Computer Science, Electrical Engineering, Cyber Security etc, or equivalent related work experience.Excellent inter-personal, oral, and written communication skills.Strong analytical and troubleshooting skills, applicable to large and complex network scenarios.Experience working in a customer-facing role and managing customer relationships.Practical knowledge of optical transport network protocols, protection schemes, DWDM technology, IP routing protocols, OTN and Ethernet.Experience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.Experience with Infinera products such as the DTN-X/XT, XTM, FlexILS, and/or GX product lines preferred.Experience with Linux operating systems, command line interfaces, and scripting languages.Familiarity with network management tools such as SNMP, NetConf, NMS and EMS systemsTechnical Support Engineers play a critical role in ensuring customer satisfaction and maintaining the company's reputation for technical excellence. If you have a strong technical background, excellent problem-solving skills, and a passion for providing exceptional customer service, we encourage you to apply.#LI-JP#LI-remote“This position requires direct or indirect access to certain confidential information, hardware, software, technology, or technical information (referred to here as “Export-Controlled Information”) controlled under the U.S. International Traffic in Arms Regulations (ITAR) and/or the U.S. Export Administration Regulations (EAR). All personnel in this position must be eligible to or be able to obtain authorization from the appropriate agency to access applicable Export-Controlled Information. The U.S. Department of Commerce currently requires a foreign person with a most recent citizenship or permanent residency of Sudan, Ukraine, or a country currently designated in Country Group D:1, E:1 or E:2 (Supplement No. 1 to Part 740, Title 15) to have an export control license to access our Export-Controlled Information, unless they meet certain exemptions provided under U.S. export control laws and regulations. The list of applicable countries in Country Group D:1, E:1 or E:2 may be updated by the U.S. government from time to time. The current processing time for an export control license is approximately 4 to 6 months. Your employment or engagement with Infinera shall be contingent on verifying your eligibility or requirement for obtaining a necessary license and/or authorization from the appropriate agency. You will be required to provide certain information for export control compliance assessment purposes, and your information will be reviewed by Infinera's hiring and export control teams to ensure compliance with the U.S. export control laws and regulations. Infinera will collect necessary documents (such as proof of citizenship etc.) to assess license/authorization requirements if you are offered and accept the position.”Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Infinera complies with all applicable state and local laws governing nondiscrimination in employment.
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