VIAVI
Networks
Tier3TechnicalSupportEngineer-high-speedEthernet(100GE+)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Tier 3 Technical Support Engineer - high-speed Ethernet (100GE+) at VIAVI. Skills: Tier 3 troubleshooting, High-speed Ethernet, Transport products. Provide expert-level Tier 3 troubleshooting. Resolve complex customer issues”
What You'll Achieve.
Achieving excellent customer satisfaction; Ensuring products' suitability for target applications
Industry & Context.
Troubleshooting and resolution of complex customer issues; Proactive approach to troubleshooting
What They're Looking For.
Must Have
Strong experience with Physical layer testing of high-speed Ethernet (100GE+), Understanding of IEEE802. 3, Working knowledge of PCS technologies such as FEC, Practical experience of H/W bring up and troubleshooting of high-speed Ethernet interconnecting, Understanding on networking principles, OSI model, Network protocols, Proactive approach to troubleshooting, Ability to explain complex technical concepts, Fluent English language skills
Nice to Have
Cisco Certified Network Associate (CCNA) or equivalent, German language skills
What You'll Do.
Provide expert-level Tier 3 troubleshooting
Resolve complex customer issues
Maintain product expertise
Communicate professionally with customers
Participate in testing
Participate in product improvement discussions
Assist in creating training materials
Conduct internal training sessions
Contribute to knowledge bases
Maintain and manage lab
How You'll Work.
Team & Collaboration
Collaborate closely with R&D; Collaborate with product management; Collaborate with T1/T2 support; Working closely with other levels of support
Communication Scope
Communicate professionally and empathetically; Explain complex technical concepts
Full Job Description
**Summary:** VIAVI (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers’ most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets. 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 fierce 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. In this role, you'll be responsible for providing advanced technical support at Tier 3 for customers of our OneLabPro and family of Transport products. You also will drive technical content creation and manage demo resources. This role is critical in achieving excellent customer satisfaction and ensuring our products’ suitability for the target applications. You will be part of the Support and Services team working closely with other levels of support, R&D and product management teams. **Duties & Responsibilities: ** **Duties and Responsibilities:** * Provide expert-level Tier 3 troubleshooting and resolution of complex customer issues for VIAVI’s Transport and ONE LabPro products. * Collaborate closely with R&D, product management and T1/T2 support to investigate and resolve customer issues. * Maintain product expertise on ONE LabPro and transport products and their applications. Keeping up to date with product enhancements, industry trends and networking technologies. * Communicate professionally and empathetically with cus
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