Staff SW QA Engr

Your Key Responsibilities Would Include:

Summary:

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.

Responsibilities:

• 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