Technical Support Engineer

Staff Technical Support Engineer, in an expert role resolving Technical Escalations from Regional TAC organizations, serving a global customer base for the Infinera Transmode product portfolio, including XTM (Network Elements) and DNA-M (Network Management System). This role involves interaction with Regional Support organizations and Infinera’s customers, but also with R&D functions in a global environment. This role also involves participation in 24/7 on-call support for a global customer base. The job may require travelling. Besides the required technical knowledge, this job requires fluent English in spoken and written, as well as good communication skills and a well developed service attitude.
Your Key Responsibilities Would Include:
Provide advanced technical support on the Infinera network management systems and packet-optical WDM products.
In cooperation with the customer and/or R&D department perform advanced troubleshooting in live networks carrying critical services, while taking responsibility over and continuously evaluate risk and solutions.
Support issues during software integration projects.
Participate in customer meetings, representing the TAC.
Follow up cases and escalations within Infinera and making sure that the customer experience is kept in focus through resolution process.
Participate in 24/7 on-call duty schedule.
Occasional travelling.

Education & Experience Necessary For Success:
University degree in IT/telecommunication or equivalent competence gained through work experience.
Experience with database management (MySQL and Oracle).
Experience from telecom networks, functions and protocols such as: DWDM, Ethernet, IP, OTN, SDH, MPLS-TP, QoS, OSS, SDN.
Computer operating systems: Linux
Deep technical interest and service oriented attitude.
Experience with test electronic instruments and laboratory activities related to optical fiber commissioning and operations.
Fluent in English spoken and written. Other languages like Swedish, French, Spanish and German are beneficial.
5+ year's experience from work at an operator NOC, system integrator, or a telecom equipment vendor.
Drivers license

We look for a service minded and meticulous person. You are self-motivated, seek information, take own initiatives and also do like to share your own knowledge within the group.
Infinera will make sure you get thorough training on our products and you will be part of a great dedicated team and organization. This is a great opportunity to pursuit a career in optical networking. We also offer competitive salary and benefit package.
Infinera Sweden office is a friendly and helpful environment with a pleasant office space in Marievik, Stockholm.