Technical Support Engineer, Optical Transport

Overview

Technical Support Engineer, Optical Transport role come! Our Growth is Creating Great Opportunities! This is the entry level for the Technical Services Organization – for both the Global and Regional teams. Join to apply for the Technical Support Engineer, Optical Transport role at Adtran.

Thanks for your interest in working on our team!

• Provide pre- and post-sales technical services for Adtran’s channels and end users with appropriate level of support and supervision, including on-site and telephone support during normal business hours.
• On-call service outside normal business hours.
• On-site, level 3 support outside normal business hours following escalation from support partners.
• Assist customers during system evaluation and qualification trials and demo activities.
• Attend customer sites to install and commission Adtran products inside and outside of normal business hours.
• Administration and maintenance of equipment and tools used for support purposes.
• Documentation and feedback of product and quality issues to Engineering and Production via CRM tools (Salesforce).
• Assist repair unit in identifying technical issues and authorizing the return of faulty materials.
• Create documentation and other tools to proactively educate channels and end users about potentially difficult issues prior to them becoming problems.
• Develop knowledge of Adtran products, focused on the Optical Transport (WDM) product family; complete the relevant Adtran Certified Engineer courses.

• Act as primary technical contact to designated customers for Service Delivery Management, including attendance and participation in Contract, Technical and Operational meetings.
• Other tasks as assigned.

• All Adtran partners and end users
• Adtran Sales
• Adtran Project and Program Management
• Adtran Quality Assurance
• Adtran Repair Unit

• Up to 2 years or greater experience in Technical Support or other technical service–related department in the telecom business sector.
• Good technical background in fiber optics, LANs, SAN, DWDM, Ethernet, IP (including routing protocols) and SSH, as well as working knowledge about network management systems.
• Experience with IP-based DCN networks.
• Excellent presentation and communication skills; strong customer interfacing skills.
• Additional language skills beyond English are beneficial.
• Willingness to sit for extended periods and travel fairly extensively.
• Flexible working hours.

• Self-motivated, thorough, task-focused.
• Ability to quickly acquire new qualifications and develop new skills.
• Ability to recognize and verbalize opportunities to improve workflow.
• Ability to develop and nurture relationships with internal and external customers.
• Ability to make calculated judgments based upon experience and given guidelines.
• Ability to quickly identify, escalate and address significant technical issues surrounding the Adtran product family.
• Ability to prioritize tasks appropriately and efficiently.

• Entry level

• Full-time

• Information Technology
• Industries:
  Telecommunications

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