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Position Summary
As a Technical Support Engineer within VIAVI’s Fiber Optic Lab Services team, you will play a critical role in delivering high-quality technical support and services to a global customer base. This position provides a unique opportunity to work with advanced fiber optic test platforms while contributing to the growth and evolution of VIAVI’s services business.
This role combines hands-on technical work with customer engagement, including support, calibration, installation, and training activities. You will develop deep product and service expertise while directly impacting customer satisfaction and business success.
We are seeking a motivated individual with hands-on fiber optic experience who is either currently in, or looking to transition into, a customer-facing role. The ideal candidate brings strong technical aptitude, organizational skills, and a passion for solving complex customer challenges in diverse environments.
Job Description
In this role, you will leverage your technical expertise in fiber optics to support customers across a range of applications. You will gain in-depth knowledge of VIAVI products and services while working closely with cross-functional teams to resolve issues and improve the overall customer experience.
Success in this role requires strong troubleshooting capability, effective communication, and the ability to manage multiple priorities in a dynamic environment.
Key Duties & Responsibilities
Deliver on-site and remote services, including installations, field calibrations, and customer training
Provide technical support via phone, email, and web-based tools to diagnose and resolve customer issues
Manage service cases in Microsoft Dynamics, ensuring timely resolution and accurate documentation
Collaborate with Sales, R&D, Product Line Management, and Services teams to address customer needs
Develop and maintain knowledge base articles, technical documentation, and training materials
Participate in planning and execution of field service activities from initiation through customer sign-off
Act as a customer advocate by communicating feedback and requirements to internal stakeholders
Proactively contributes to product and service improvements through cross-functional collaboration
Maintain strong organizational discipline in managing tasks, schedules, and customer commitments
Due to the location of key customers and the hands-on nature of the role, this position is primarily customer site/home-based with involvement in lab and field service activities as required.
Ability to travel, typically 25-50%.
This position will be based in GOA, India.
Pre-Requisites / Skills / Experience Requirements
