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.Senior Customer Technical Support Engineer - Tier 4 Carnaxide, Lisbon, Portugal ResponsibilitiesInvestigate and troubleshoot customer issues in production and lab environmentsProvide root cause analysis and recommendations for corrective actionsProduce and deliver customer facing documents that explain technically complex issuesFollow up on post-mortem actions to resolve issues in customer networksResponsible for understanding the technical aspects of the supported product releases using diagnostic logs to provide expert advice concerning any issues that may ariseContribute to the development of Knowledge Base contentReview new technical documentation releases for accuracy and completenessTest and validate customized scriptsDevelop and support Technical Notes and Field Service Bulletins to be utilized by both internal and external operatorsKnowledge, Skills, and Abilities Prior experience with long haul or metro optical networks requiredPractical knowledge of DWDM, Ethernet, SONET/SDH and OTNExperience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.Hands-on experience with ROADM, EDFA, Raman Amplifiers and Coherent TranspondersKnowledge in TCP/IP networking, MPLS-TP, L2/L3 routing and switching is a plusPrior system test, scripting and/or new product introduction experience is a plusExtensive experience with traffic generators and network protocol analysis toolsStrong analytical and troubleshooting skills, applicable to large and complex network scenariosExcellent inter-personal, oral and written communication skillsAbility to maintain focus and troubleshooting discipline under pressureProactive approach to maintaining and increasing knowledge in emerging technologiesThe role may involve some international travelEducation RequiredRequires degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field and 5 years of experience in a similar role.#LI-GA1Infinera 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.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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