Field Service/Support Engineer

Summary:

VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.

We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.

Job Summary:

As an XPT Deployment, you will sit at the centre of VIAVI's XPERTrak (XPT) product line, owning the successful deployment and ongoing support of our Distributed Access Architecture (DAA) test and monitoring capabilities for leading cable operators (MSOs).

This is a customer-facing, hands-on technical role. You will lead new DAA turn-ups end to end, deliver premium Operational Assistance (OA) support to key accounts, and act as an escalation point for our most complex technical challenges. You will collaborate closely with Sales, Product Line Management, Technical Support (TAC), and Engineering to ensure customers realise the full value of their XPERTrak investment.

You will also serve as a dedicated technical point of contact for one of VIAVI's largest strategic XPERTrak accounts - building deep familiarity with their systems and team, and championing their needs back into the business. The ability to thrive in a fast-changing, multi-vendor environment and to methodically drive complex issues to resolution is central to success in this role.

Duties & Responsibilities:

Job Duties and Responsibilities:

DAA Deployment

• Own the end-to-end turn-up process for new DAA deployments and system expansions.
• Partner with customers to define, communicate, and validate all prerequisites (firewall rules, port configuration, protocols, network segmentation) prior to installation.
• Install and configure the software components required for DAA deployment - XPERTrak, RCI, and associated services - across multi-vendor environments (vCCAP, RPD, and other NEM combinations).
• Troubleshoot deployment issues across multi-vendor NEM environments (vCCAP, RPD vendors) and complex customer IT environments
• Support expansion deployments, including adding DAA capabilities to existing PathTrak/PNM systems and RCI deployments
• Validate deployments post-installation and troubleshoot issues through to resolution, including simplified RCI expansion installs on existing PathTrak / PNM systems.

Operational Assistance (OA) & Customer Support

• Act as an embedded extension of the customer's admin team and of VIAVI support for key accounts, building deep familiarity with each customer's specific configuration and operations.
• Serve as the single point of contact and coordinator for escalated tickets, owning the customer relationship through to closure.
• Perform periodic system performance reviews and provide optimization recommendations (e.g. RCI sizing, server resourcing).
• Coordinate and, where appropriate, execute software updates for supported accounts.

Technical Escalation & Key Account Support

• Augment Tier II/III TAC capacity by troubleshooting complex DAA issues escalated from Tier I.
• Act as liaison to Engineering for issues requiring R&D involvement, ensuring escalations arrive well-vetted with all required logs and diagnostics, and owning customer-side actions during investigations.
• Serve as the primary technical point of contact for a major strategic XPERTrak account, and communicate product issues and feedback directly back to the XPT business unit.
• Develop process documents, methods of procedure, and work instructions for customers and internal teams.
• Provide excellent customer service throughout the entire project and support lifecycle; ability to travel as required to support customer sites.

Pre-Requisites / Skills / Experience Requirements:

Required Qualifications & Experience:

• Strong Linux operating system knowledge and hands-on administration experience
• Strong Ethernet networking knowledge and experience (TCP/IP, routing, VLANs, firewall configuration, port management)
• Demonstrated structured troubleshooting mindset with proven ability to methodically diagnose and resolve complex technical issues
• HFC/Cable network knowledge - solid understanding of network architecture, headend and field components, RF signal principles, and common maintenance and troubleshooting techniques including forward and return path analysis, return sweep, ingress identification, noise funneling, and signal level/tilt adjustments
• Experience in customer-facing technical roles, with the ability to serve as a trusted single point of contact
• Effective written, verbal, and presentation communication skills
• Ability to work independently in a self-directed environment and manage multiple customer priorities simultaneously
• Willingness to travel occasionally (~10-15%) including on short notice for critical customer engagements
• Bachelor's or master's degree in Computer Engineering, Electrical Engineering, Computer Science, Physics, or a related field (or equivalent practical experience).
• Ability to develop and interpret network architecture documents and detailed test plans.

Desired (Preferred) Experience:

• DOCSIS / CCAP / RPD experience - accelerates ramp-up and reduces dependency on scarce internal DAA subject-matter experts.
• XPERTrak product knowledge - familiarity with the platform, its architecture, and its known issues is a strong advantage in this customer-facing role.
• Familiarity with Kubernetes and Docker-based application environments
• Experience using AI tools (ChatGPT, Gemini or Claude) to help in data analysis, document creation, troubleshoot issues and script creations
• Scripting languages and database technologies used to support and automate deployments.

Personal Attributes:

• Customer-first mindset - builds trust, confidence, and credibility with customers and internal stakeholders, and presents well.
• A team player who communicates clearly in all settings, shows initiative, and delivers on commitments in a calm, professional manner.
• Calmly resolves conflict, manages time effectively, and negotiates with consideration.
• A genuine desire to learn and to grow into a domain expert as part of VIAVI's long-term XPT capability.

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.