Staff Technical Support Engineer

Join us at Infinera

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.

We are the problem solving expert team! We are the ones implementing and supporting the coolest projects;

We are the ones delivering every day the Infinera experience to our customers;

We are the trusted interface with Microsoft, Vodafone, Amazon, Telia, Google.

Join us, we are hiring- This is a great team to work with and learn from!

Location: Rome or Milan (we are open to different locations in Italy or EU. If outside Italy, Italian Language knowledge is a must).

The Challenge

Having in mind a “customer first” attitude, this position is all about technical support to Infinera top customers, most of them based in Europe, offering them our differentiating Infinera Experience.

Working in direct interface with customer and other peers in the organization, the main goal is to drive customer towards a quick resolution of an incident or query, leveraged by teamwork, equipment’s on a lab or direct troubleshooting into customers network.

Occasionally round the clock support will be necessary, on request participates in field activities, i.e commissioning, trials and pilot projects support.

Main responsibilities:

Provide timely telephone and on-site support as required ensuring our customers receive the best

service from their solution. Participate in local 24 x 7 on call duty rota for support.

Technical liaison with different Tiers support and/or Engineering groups to resolve issues

and meet or exceed the service level defined for the customer.

Drive the technical intervention process from start to successful completion

Initiate executive escalation if necessary.

Pursue 100% customer satisfaction.

Customer Advocacy maintaining high levels of customer satisfaction.

Recommend preventive actions to keep known problems from occurring in client networks

To work in liaison with Partners and Subcontractors to ensure they provide high quality services to the company quality standards.

Working as a team to help the development of others by sharing good practices, skills and most

important of all knowledge.

Participate in on-site commissioning, acceptance testing and handover of customer systems.

Supervision of third party contractors

The role requires close co-operation with the local sales teams to establish outstanding account

management and services development to promote future sales opportunities.

The successful candidate will be required to maintain and develop the skills on the leading edge and emerging transport technologies. Duties and Responsibilities to include clear understanding of technology, client installed base, and performance (including interaction with 3rd party equipment)

QUALIFICATIONS: EXPERIENCE AND FORMAL TRAINING

- 4 years plus Telecommunications industry experience;

- Minimum Bachelors Degree in Electrical Engineering or equivalent experience;

- English spoken/ written is mandatory;

- Available to support emergency on call;

- Advanced knowledge on optical transport and ROADM/DWDM technologies/products.

- Strong understanding of Transmission Technologies (Ethernet L2/L3, IP, Carrier Ethernet, PTN/MPLS, GMPLS);

- Experience with optical test equipment, i.e Traffic generator, Power Meter, OTDR, Optical attenuators, OSA;

- Experience in technical support for DWDM products or similar activities, i.e commissioning and integration, optical networks planning and optimization, system verification will be a strong plus

- Experience in a technical support or project engineering role, track record in an engineering or related

position involved with product development and deployment in an Telecommunications/IT environment.

• Experience in customer technical or service situations that require excellent communications and

interpersonal skills.

Education Required

Requires degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field.

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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