The Customer Advocacy Engineer (CAE) is aligned with Global Services & Support but works closely with Technical Support, Product Line Management, Hardware & Software Engineering and System Test with the goal to improve quality, serviceability and user experience by creating Serviceability Requirements which are formally reviewed, accepted and implemented in Infinera products. As part of the Customer Advocacy Engineering team you will also be responsible for chaperoning Serviceability Requirements using the Product Lifecycle Process from start through First Customer Ship (FCS) and eventually to General Availability (GA) of the complete product.

It is also the function of the CAE engineer to draw upon experience and collect feedback from Global Services & Support teams in various areas on further ways enhance product quality, serviceability and the user experience with Serviceability Requirements.  Another role of the CAE engineer is also to help generate a customer test plan based on newly released software or hardware features and provide support for early customer trials, demonstrations and early field escalations that may arise after initial FCS release. During this period, CAE will monitor progress of customer issues and flag key items that should be corrected or properly documented by the GA release.

Your Key Responsibilities Would Include:

  • Generate and drive product Serviceability Requirements based on internal and external customer feedback using Product Lifecycle Process

  • Act as a customer advocate in cross functional meetings to provide feedback with goal to enhance quality and user experience with Infinera products

  • Provide initial escalation support for new Infinera Hardware & Software Releases from First Customer Ship (FCS) to General Availability (GA)

  • Reproduce early field issues and assist with testing in the lab

  • Must be able to work collaboratively cross functionally with different teams and regions

  • Lead and assist in early product demos, lab and field trials where possible

  • Maintain consistent product feedback loop with cross functional teams to provide enhanced quality and customer experience

Experience Necessary For Success:

  • Prior experience with Long Haul and or Metro Optical Networks required

  • Practical knowledge of Ethernet, DWDM, SONET/SDH and OTN network concepts & use cases

  • Knowledge in TCP/IP networking, L2/L3 routing and switching

  • Experience with optical test sets such as OTDR, OSA, BERT and optical power meters

  • Experience with IP L2/L3 traffic generator and analyzer such as Spirent, IXIA, Agilent

  • Hands-on testing experience with ROADM, EDFA, Raman amplifiers and coherent transponders

  • Strong problem-solving skills, applicable to large and complex network scenarios

  • Prior system test, QA experience, knowledge of product development lifecycle is a plus

  • Detail oriented with excellent problem-solving skills, applicable to complex network scenarios

  • Prior exposure to automation (Python/Perl), SDN, NetConf, SNMP, NMS/EMS, CLI is a plus

  • Experience with creating Power Point presentations and Excel

  • Candidate must possess excellent inter-personal, oral and written communication skills

Education Required:

  • Requires a Master’s Degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field and 5 years of experience in the job offered

Note: In lieu of a Master’s Degree and 5 years’ experience as stated, will accept a Bachelor’s degree (or foreign equivalent) and 8 years’ experience as stated.

Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability. EEO Employer/Vet/Disabled.

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Customer Advocacy Engineer

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