Technical Support Engineer

Summary: Duties & Responsibilities:

We are looking for a motivated candidate with hands-on Fiber Optic experience who is currently in or wanting to transition to a customer-facing role and expand their knowledge of calibration and metrology. In this unique opportunity, you will gain in-depth product and Service knowledge while immediately being able to impact the success of the business. The job requires knowledge of fiber handling/fiber optics, strong organizational and planning skills, and a passion for helping customers solve complex issues within their specific customer environments.

Position Summary

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.

Job Description

We are looking for a motivated candidate with hands-on Fiber Optic experience who is currently in or wanting to transition to a customer-facing role and expand their knowledge of calibration and metrology. In this unique opportunity, you will gain in-depth product and Service knowledge while immediately being able to impact the success of the business. The job requires knowledge of fiber handling/fiber optics, strong organizational and planning skills, and a passion for helping customers solve complex issues within their specific customer environments.

Key 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
• Due to hands-on nature of the job, the role is primarily office-based

Pre-Requisites / Skills / Experience Requirements:

Required Experience & Qualifications

• 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%).

Preferred Qualifications

• Experience with VIAVI MAP systems and metrology practices.
• Familiarity with tools such as Jira, NI VISA, Java, C++, SQL, or Python.
• Proficiency in Microsoft Office and Dynamics CRM.

VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies; and our expertise in light management and optical coatings help protect the world's bank notes from counterfeiters, enhance the colors you see, and enable advanced technology such as 3D sensing. We are a team of thought leaders who have the freedom to support and innovate and look for new effective and efficient solutions for our customers.