Sr. Mgr. Customer Advocacy Engineering – Optical

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    negotiable / month
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    1 day ago
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Your Key Responsibilities Would Include The Customer Advocacy Engineer is responsible for providing serviceability requirements to provide product quality enhancements and improving the serviceability, handling and troubleshooting for Infinera products. The position works cross functionally with Customer Account Teams, Product Line Management (PLM), Product Architecture and Engineering to help develop, document and enhance capabilities and quality of Infinera products worldwide through the Product Lifecycle Process (PLP). As a member of Infinera’s Service Technical Operations team, you are responsible for support of Infinera’s product line such as GX series, DTNX-X, Cloud Express, SDN, Metro DWDM, Metro Ethernet, Packet Optical and Infinera Management Software platforms including NMS/EMS, NetConf, CLI and SNMP. Essential Functions and Key Responsibilities Generate and drive product Serviceability Requirements based on internal and external customer feedback with Product Line Management & Engineering Act as the customer advocate in cross functional meetings to provide feedback with goal to enhance quality of Infinera products Investigate integration possibilities of Infineras line system with 3rd party optical equipment Maintain consistent product feedback loop from factory to field and field to factory Drive customer escalations to resolution with Engineering Reproduce pre-GA field issues and assist with testing in the lab Lead and assist in early optical product demos, lab trials and field trials where possible Education & Experience Necessary For Success 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 PowerPoint presentations for customer consumption Highly detail-oriented, excellent analytical and troubleshooting skills Education Required B.S./M.S. in Electrical Engineering 10 years of experience or Ph.D. in Engineering 5 years of experience