Customer Expert Engineer
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Key skills for this role
About the Role
Penta Consulting is hiring a Customer Expert Engineer to support a global telecommunication vendor in Dubai. The role provides 24x7 technical support for DWDM/OTN products, troubleshoots complex issues, and conducts root cause analysis.
Key Skills for This Role
Responsibilities
- Provide 24x7x365 technical support for DWDM/OTN products including 1830 PSS/PSI M series and WSNOC
- Serve as technical expert to guide network interventions and mitigate traffic impacting issues
- Troubleshoot and isolate complex customer issues in Production and Lab environments
- Conduct root cause analysis and recommend corrective actions
- Create clear documentation explaining technical issues for customer understanding
- Develop post mortem reports detailing actions taken to resolve network issues
- Collaborate cross functionally with SW/HW Engineering and other teams
Requirements
- 4 8 years of relevant experience in DWDM/WDM optical networking technical support or escalation engineering
- Knowledge of 1830 PSS product family (PSS 4, 8, 8x, 16, 24x, 32, 36, 64) and PSI M
- Knowledge of Optical NMS WS NOC (NFM T) and 1830 SMS
- Experience working in a customer facing environment
- Working knowledge of Optical DWDM/OTN theory/operation
- Hands on experience with ROADM, EDFA, and Coherent Transponders
Full Job Posting
Job Overview
- Penta Consulting is a technology service provider and outsourced partner.
- We are looking for a Customer Expert Engineer to support a leading global telecommunication vendor.
- This is an employed contract position based in UAE (Dubai).
Key Responsibilities
- Provide 24x7x365 technical support for DWDM/OTN products including 1830 PSS/PSI M series and WSNOC.
- Serve as technical expert to guide network interventions and mitigate traffic impacting issues.
- Troubleshoot and isolate complex customer issues in Production and Lab environments.
- Conduct root cause analysis and recommend corrective actions.
- Create clear documentation explaining technical issues for customer understanding.
- Develop post mortem reports detailing actions taken to resolve network issues.
- Collaborate cross functionally with SW/HW Engineering and other teams.
Key Qualifications
- 4 8 years of relevant experience in DWDM/WDM optical networking technical support or escalation engineering.
- Knowledge in 1830 PSS product family (PSS 4, 8, 8x, 16, 24x, 32, 36, 64) and PSI M.
- Knowledge in Optical NMS WS NOC (NFM T) and 1830 SMS.
- Experience working in customer facing environment.
- Working knowledge of Optical DWDM / OTN theory/operation.
- Hands on experience with ROADM, EDFA, and Coherent Transponders.
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