The SW QA Engineer functions as part of the Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC) organization. Within this role, the SW QA Engineer performs advanced level fault isolation and troubleshooting of assigned Customer issues.
The SW QA Engineer operates cross-functionally with Infinera SW / HW Engineering, Product Line Management (PLM), Global Technical Support (GTS) Teams to effectively and efficiently resolve issues affecting the Customers networks.
Manages assigned escalation support requests with a view towards driving increased Customer satisfaction, analyzing and providing software solutions through product enhancement, defect resolution, documentation, and creation of custom solutions.
Investigate and troubleshoot customer issues in both Production and Lab environments
Provide root cause analysis and suggestions for corrective actions
Produce and deliver Customer facing documents that explain technically complex issues
Produce and deliver post-mortem actions to resolve issues in Customer networks
Responsible for understanding the technical aspects of the supported product releases and diagnostic logs to provide expert advice concerning any issues that may arise
Contribute to the development of Knowledge Base content
Review new release of technical documents for accuracy and completeness
Test and validate customized scripts prior to release
Develop and support sustaining Technical Notes and Field Service Bulletins to be utilized by both internal and external operators
Knowledge, Skills, and Abilities
Prior experience with long haul or metro optical networks required
Practical knowledge of Ethernet, SONET/SDH, DWDM and OTN
Experience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.
Hands-on testing experience with ROADM, EDFA, Raman Amplifiers and Coherent Transponders
Knowledge in TCP/IP networking, L2/L3 routing and switching is a plus
Prior system test, scripting and/or new product introduction experience required
Extensive experience with traffic generators and network protocols analysis tools
Strong problem-solving skills, applicable to large and complex network scenarios
Experience with creating Power Point presentations and Excel
Highly detail-oriented, excellent analytical and troubleshooting skills
Candidate must possess excellent inter-personal, oral and written communication skills
Requires a Master’s Degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field and 5 years of experience in the job offered or in escalation engineering support in the optical networking industry.
* In lieu of a Master’s Degree and 5 years’ experience as stated, will accept a Bachelor’s degree (or foreign equivalent) and 8 years’ experience as stated.
Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability. EEO Employer/Vet/Disabled.
Internal Number: 2021359
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.
Imagine being part of a team that is fundamentally changing the way people communicate, the way they collaborate, the way they watch TV and explore the universe through the internet. Utilizing our uniquely differentiated technology, we have created an Intelligent Transport Network with more speed, capacity and scalability than ever before. Imagine a world with unlimited bandwidth. The network of tomorrow will allow for content and creativity limited only by the imaginations of its users.
If this is some...thing that interests you, that excites you, come take a look at a team not bound by large company obstacles and bureaucracy, where an idea today can be set in motion tomorrow. Come take a look at Infinera!