Technical Engineer

Description

Job Summary: VIAVI is seeking a customer-oriented Level 1 Support Engineer to provide rapid and effective technical support for the AIOps system, thereby enhancing the customer experience. Key Highlights: 1. Customer-oriented role in AIOps technical support 2. Enhancing customer experience with fast and effective responses 3. Diagnosing system issues and managing escalations 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 Purpose of the Role:** 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 enhance customer experience by delivering fast 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, and communicate resolutions to customers. Operational reviews must be conducted as per contractual agreements. * 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 fully 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). * Continuously achieving and improving customer satisfaction and Net Promoter Score (NPS) survey results. * Collaborating closely with engineering teams to meet TL9000 and BMS metrics. * Adherence to 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: * Summer intensive work schedule * Retirement plan * Life insurance * Private medical insurance * Optional remote work Experience: * Docker and Kubernetes: 2 years (Mandatory) Language: * English (Mandatory) Work Location: Hybrid remote work in 28050 Madrid, Madrid province