Technical Engineer

Description

Job Summary: We are seeking a customer-oriented Level 1 Support Engineer for the AIOps system, providing technical support and improving customer experience. Key Highlights: 1. Customer-oriented role for AIOps system support. 2. Primary responsibility: enhancing customer experience. 3. Excellent communication and task management skills. VIAVI (NASDAQ: VIAV) has over 100 years of history in technical innovations that have evolved to keep pace with and address our customers’ most urgent business challenges. We manufacture equipment, software, and systems that help plan, deploy, certify, monitor, and optimize all types of networks—including mobile telecom, service provider, enterprise, and data center networks. VIAVI is also a leader in high-performance thin-film optical coatings and diffusers, delivering light management solutions for anti\-counterfeiting, consumer electronics, automotive, defense, and instrumentation markets. We are the people behind the products that keep the world connected—at home, at school, at work, at leisure, and everywhere in between. VIAVI employees strive to support customer success, and we welcome those who bring their best every day—to question, collaborate, and propose solutions that satisfy our customers. **Roles and ResponsibilitiesJob Purpose:** This is a customer-oriented role focused on performing support activities for the AIOps system. The primary function is to provide Level 1 product support. The main responsibility is to enhance customer experience through rapid and effective responses to issues or questions related to the AIOps system. **Responsibilities:** * The Level 1 Support Engineer must respond to customer support requests within contracted response times (8x5 or 24x7\). This includes participating in an after-hours on-call rotation to handle 24x7\ requests. They must also log cases in the ticketing system, update them regularly with progress, and communicate resolutions to customers. Conduct operational reviews as contracted. * The Level 1 Support Engineer must possess excellent communication skills to interact with customers, answer technical questions, diagnose system issues, and manage escalations. * They must accurately document the customer’s issue and resolution steps, acting as the customer advocate until the issue is resolved. * The Level 1 Support Engineer must be capable of managing multiple tasks, as some cases may involve defects or remain open for extended periods. **Key Performance Indicators:** * Customer satisfaction (internal and external). * Continuously achieving and improving customer satisfaction and Net Promoter Score (NPS) survey results. * Close collaboration with engineering to meet TL9000 and BMS metrics. * Compliance with service contracts and SLAs. * Organizational and process effectiveness. **Prerequisites / Skills / Experience:** * Fluency in Spanish and English. * Experience with Linux. * Experience with Docker and Kubernetes. * Database experience. * Cloud platform experience (AWS / GCP / Azure). * Scripting knowledge (Shell, Perl, Python…). * Technical degree (Engineering / Computer Science). **Preferred Qualifications / Skills / Experience:** * Telecommunications industry experience. Salary: Starting from €45\.000.00 per year Benefits: * Intensive summer work schedule * Retirement plan * Life insurance * Private health insurance * Optional remote work Language: * English (Mandatory) Work Location: Hybrid remote work in 28050 Madrid, Madrid province