Summary:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Duties & Responsibilities:

About Viavi Solutions

VIAVI (NASDAQ: VIAV) provides end-to-end visibility across physical, virtual, and hybrid networks through innovative software and hardware platforms. Our solutions deliver actionable insights that help customers optimize service performance, accelerate adoption of next-generation technologies, and improve profitability.

In addition, VIAVI is a global leader in anti-counterfeiting technologies and high-value optical components serving both government and commercial markets.

At VIAVI, we are the people behind the products that keep the world connected—at home, at work, and everywhere in between. We are passionate about customer success and welcome individuals who challenge the status quo, collaborate effectively, and strive to deliver meaningful results.

Learn more at www.viavisolutions.com and follow us on LinkedIn, Twitter, YouTube, and Facebook.

 

Position Summary

As a Technical Support Engineer within VIAVI’s Fiber Optic Lab Services team, you will play a critical role in delivering high-quality technical support and services to a global customer base. This position provides a unique opportunity to work with advanced fiber optic test platforms while contributing to the growth and evolution of VIAVI’s services business.

This role combines hands-on technical work with customer engagement, including support, calibration, installation, and training activities. You will develop deep product and service expertise while directly impacting customer satisfaction and business success.

We are seeking a motivated individual with hands-on fiber optic experience who is either currently in, or looking to transition into, a customer-facing role. The ideal candidate brings strong technical aptitude, organizational skills, and a passion for solving complex customer challenges in diverse environments.

 

Job Description

In this role, you will leverage your technical expertise in fiber optics to support customers across a range of applications. You will gain in-depth knowledge of VIAVI products and services while working closely with cross-functional teams to resolve issues and improve the overall customer experience.

Success in this role requires strong troubleshooting capability, effective communication, and the ability to manage multiple priorities in a dynamic environment.

 

Key Duties & Responsibilities

• Deliver on-site and remote services, including installations, field calibrations, and customer training
• Provide technical support via phone, email, and web-based tools to diagnose and resolve customer issues
• Manage service cases in Microsoft Dynamics, ensuring timely resolution and accurate documentation
• Collaborate with Sales, R&D, Product Line Management, and Services teams to address customer needs
• Develop and maintain knowledge base articles, technical documentation, and training materials
• Participate in planning and execution of field service activities from initiation through customer sign-off
• Act as a customer advocate by communicating feedback and requirements to internal stakeholders
• Proactively contributes to product and service improvements through cross-functional collaboration
• Maintain strong organizational discipline in managing tasks, schedules, and customer commitments
• Due to the location of key customers and the hands-on nature of the role, this position is primarily customer site/home-based with involvement in lab and field service activities as required.
• Ability to travel, typically 25-50%.
• This position will be based in GOA, India.

 

Pre-Requisites / Skills / Experience Requirements: