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About the role
· Technical Expertise to guide / advise on network intervention practice, providing remote intervention to neutralize traffic effecting problems. · 24 x 7 x 365 remote technical support. · Leadership of the product anomaly resolution cycle. · The definition and validation of solutions for product restrictions and problems. · The analysis and diagnosis of bugs prior to escalation to R&D, including preliminary root cause analysis on HW and SW. · Provision of Technical expertise and resources to define and perform customer demonstrations in Demo / PoC (Prof of Concept) / Type Approval for new / pre-CP product · Work with a team of engineers to support the identification, characterization and verification of design defects or deficiencies in deployed products. · Be able to diagnose and characterize product problems symptoms prior to escalation to R&D by replicating product defects using lab equipment. · Direct interface to R&D to create, monitor and report SW/HW Defects · Write and review generic test plans for customer lab evaluations, major initial network deployments, and field trials. · Develop, verify, and document upgrade procedures in customer’s networks. · Review and provide technical feedback on customer documentation. · Contribute to technical input for transfer knowledge and sharing technical Articles or Product Notifications · Assist with Type Approval Testing for new pre-CP products. · Lead initiatives to Train on new products/features. · Maintain lab equipment for customer demos and investigation/replications of product defects. · Lead technical discussions with customers and R&D on product defects. · The candidate will be expected to become a subject matter leader in WDM products. · Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues. · This position requires someone willing and able to take responsibility to learn the products and associated technologies, via reading, formal training, on-the job experience, and working in the lab.
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