Technical Engineer

Description

Job Summary: VIAVI is seeking a customer-oriented Level 1 Support Engineer for the AIOps system, delivering technical support, resolving issues, and enhancing the customer experience. Key Highlights: 1. Customer-oriented role providing Level 1 support for the AIOps system. 2. Collaboration with engineering to meet TL9000 and BMS metrics. 3. Opportunity to work in an advanced technological environment. 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, providing light management solutions for anti\-counterfeiting, consumer electronics, automotive, defense, and instrumentation markets. We are the people behind the products that help keep the world connected—at home, at school, at work, during leisure time, 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. **Responsibilities and Duties Position Purpose:** This is a customer-oriented role focused on providing support activities for the AIOps system. The primary function is to deliver Level 1 support for the product. The main responsibility is to improve the 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 create tickets in the ticketing system, update them regularly with progress, communicate resolutions to customers, and 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, and act as the customer advocate until the issue is resolved. * The Level 1 Support Engineer must be capable of managing multiple tasks simultaneously, as some cases may involve defects or remain open for extended periods. **Key Performance Indicators:** * Customer satisfaction (internal and external). * Achieving and continuously improving customer satisfaction and Net Promoter Score (NPS) survey results. * Close collaboration with engineering to meet TL9000 and BMS metrics. * Adherence to service contracts and SLAs. * Organizational and process efficiency. **Prerequisites / Skills / Experience:** * Fluency in **Spanish and English.** * Linux experience. * **Docker and Kubernetes experience.** * 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: * Summer intensive work schedule * Retirement plan * Life insurance * Private health insurance * Optional remote work Experience: * Docker and Kubernetes: 2 years (Mandatory) Language: * English (Mandatory) Work Location: Hybrid remote work in 28050 Madrid, Madrid province