Field Service/Support Engineer

About the role

VIAVI is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. We are seeking an XPT Deployment professional to own the successful deployment and ongoing support of our Distributed Access Architecture (DAA) test and monitoring capabilities for leading cable operators (MSOs). This is a customer-facing, hands-on technical role that requires collaboration with Sales, Product Line Management, Technical Support (TAC), and Engineering to ensure customers realize the full value of their XPERTrak investment.

Responsibilities

• Own the end-to-end turn-up process for new DAA deployments and system expansions
• Partner with customers to define, communicate, and validate all prerequisites prior to installation
• Install and configure software components required for DAA deployment across multi-vendor environments
• Troubleshoot deployment issues across multi-vendor NEM environments and complex customer IT environments
• Support expansion deployments, including adding DAA capabilities to existing PathTrak/PNM systems and RCI deployments
• Validate deployments post-installation and troubleshoot issues through to resolution
• Act as an embedded extension of the customer’s admin team and of VIAVI support for key accounts
• Perform periodic system performance reviews and provide optimization recommendations
• Coordinate and execute software updates for supported accounts
• Augment Tier II/III TAC capacity by troubleshooting complex DAA issues escalated from Tier I
• Act as liaison to Engineering for issues requiring R&D involvement
• Develop process documents, methods of procedure, and work instructions for customers and internal teams

Requirements

• Strong Linux operating system knowledge and hands-on administration experience
• Strong Ethernet networking knowledge and experience (TCP/IP, routing, VLANs, firewall configuration, port management)
• Demonstrated structured troubleshooting mindset with proven ability to methodically diagnose and resolve complex technical issues
• HFC/Cable network knowledge – solid understanding of network architecture, headend and field components, RF signal principles, and common maintenance and troubleshooting techniques
• Experience in customer-facing technical roles, with the ability to serve as a trusted single point of contact
• Effective written, verbal, and presentation communication skills
• Ability to work independently in a self-directed environment and manage multiple customer priorities simultaneously
• Willingness to travel occasionally (~10–15%) including on short notice for critical customer engagements
• Bachelor’s or master’s degree in Computer Engineering, Electrical Engineering, Computer Science, Physics, or a related field (or equivalent practical experience)

Desired Experience

• DOCSIS / CCAP / RPD experience
• XPERTrak product knowledge
• Familiarity with Kubernetes and Docker-based application environments
• Experience using AI tools to help in data analysis, document creation, troubleshoot issues and script creations
• Scripting languages and database technologies used to support and automate deployments

Personal Attributes

• Customer-first mindset – builds trust, confidence, and credibility with customers and internal stakeholders
• Team player who communicates clearly in all settings, shows initiative, and delivers on commitments in a calm, professional manner
• Calmly resolves conflict, manages time effectively, and negotiates with consideration
• Genuine desire to learn and to grow into a domain expert as part of VIAVI’s long-term XPT capability