Support Engineer DWDM/OTN

Duties and Responsibilities

As a Support Engineer you will deliver technical support to worldwide customers (service providers, system integrators, etc) in order to validate Ekinops solutions in their environment, deliver Installation & Commissioning services, win projects and provide level 3 support and maintenance.

Your main driver is to have the best possible customer satisfaction. You are reporting to the Transport CSO Manager.

Responsibilities: Pre-sales and Post-sales support

• Lab and field trials at Ekinops premises and/or at customer facilities.
• Write test plans and ensure their execution with the customer
• Write and support methods of procedures.
• Supporting Customers and/or Contractors installations, commissioning and acceptance testing of Ekinops DWDM networks.
• Provide formal and hands on training to customers on Ekinops transport products (transport platform and network management)
• Provide technical customer support by mail, phone or Ekinops web site incl 24/7 coverage.
• Register support requests in Ekinops support trouble ticketing tool and ensure follow-up until ticket closure
• Open RMAs and ensure RMAs follow-up
• Work with customer to identify their technical and professional service needs.

Education

• Engineer degree with a specialty in DWDM optical networks

Profile and skills

• 10 year of experience in the Telecom industry among which at least 2 to 5 years of experience integrating/Validating DWDM products, or deploying DWDM products, or providing technical support with a telecom manufacturer or with a telecom operator.
• Experience with dark fiber, SONET, OTN, IP, and switched Ethernet
• Strong knowledge of DWDM transmission parameters (NLE, OSNR, FEC performance, …)
• Knowledge of OTN Standard
• Knowledge in Network Management System and Network Supervision
• Experience in Test and Measurement equipment for DWDM and Ethernet (Optical Spectrum Analyzer, OTDR, protocol testers…)
• An experience as a trainer is a plus

Particular abilities

• Clear and effective communication skills
• Service oriented business mindset
• Ability to drive several tasks in parallel
• Experience in customer relation
• Organized and Rigorous
• Ability to work independently and make decisions
• Ability to give oral presentations in English
• Position subject to travels in Europe

Language

• French and English fluent
• Flemish is welcome