Support Engineer (DWDM/OTN) NEW
Job Description
For over 20 years, Ekinops has been driving innovation in network systems. We provide solutions focused on the needs of communication service providers and enterprises worldwide. We provide open , trusted and innovative network connectivity and enable our customers' success by delivering high value‑added software‑driven solutions. Today, over 120 international service providers, including numerous Tier 1 carriers around the world, trust our people and technologies.
Over 50% of our 500+ strong team works in our multi‑national Agile R&D centers. Our company has a strong international background, with sales offices strategically located around the world. Ekinops is recognized for its ESG commitments with considerable improvement in ESG rating following 2025 Gold Medal by EcoVadis.
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
- 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 website including 24/7 coverage.
- Register support requests in Ekinops support trouble‑ticketing tool and ensure follow‑up until ticket closure.
- Open RMAs and ensure RMA 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 years of experience in the Telecom industry, with at least 2 – 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.
- Troubleshooting skills.
- Experience with Test and Measurement equipment for DWDM and Ethernet (Optical Spectrum Analyzer, OTDR, protocol testers).
- Strong MS Office skills.
- 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.