Technical Support Customer Lead Engineer (Optical system/ DWDM) LT2

Job Description:

• Be the Customer Lead Engr (CLE) for assigned account.
• Work with other internal teams to manage and resolve customer issues.
• Manage technical support cases/tickets end to end.
• Attend maintenance windows when needed.
• Be able to accept on-call duties outside of normal business hours when required. This includes being on weekend shift when the business requires.
• Provide on-call technical support (via telephone or online) for identified products 24x7 when required.
• Provide on-site support to customers where and when required.
  Communicate with Design and Supply Chain on problems / issues found in the field.
• Utilize debug tools as well as lab research to aid Customer’s technical problem.
• Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
  Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
  Contribute to knowledgebase (KCS)
• Help train newly hired Technical Support Engineers.
• Performs other duties related to the role as assigned.
• Perform Resident Engineering functions on-site or remote, as assigned.
• Travel to customer sites and company locations globally, as required.

Mandatory Requirements:

• All immediate family members (parents and siblings) including spouse and spouse’s immediate family members are all Singaporean by birth.

Minimum Requirements:

• Bachelor’s degree in relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university
• Minimum 3 to 5 years related experience in the field of telecommunications preferably in technical support role.
• Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Layer 1 and Layer 0 technologies, protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
• Knowledge and experience in operation of optical transport systems.
• Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management
  Knowledge of OTN and related technology
• Packet and IP networking knowledge and experience including but not limited Layer 2 and Layer 3 switching and routing. Prove knowledge of networking protocols including but not limited to OSPF, MPLS, BGP, ASBR, etc.
• Proven track record in the field of technical support and customer service.

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EA License No: 19C9950

EA Personnel: Kenneth Tan Guan Quan

EA Personnel Reg No: R1550240