DWDM/OTN CXE Engineer
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Key skills for this role
About the Role
Penta Consulting seeks a DWDM/OTN CXE Engineer for onsite technical support of optical networking platforms. The role involves 24x7 troubleshooting of DWDM/OTN products, root cause analysis, and collaboration with engineering teams.
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
- Contribute to the Knowledge Base by developing content for future troubleshooting
- Test and validate custom scripts, ensuring quality and reliability before deployment
Requirements
- Bachelor's Degree and 4 8 years of relevant experience in DWDM/WDM optical networking technical support, escalation engineering, or related functions
- 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
- Ability to articulate technical issues/solutions to customers
- Self motivated and adaptable
- Exceptional customer service skills
Full Job Posting
Overview
- Penta Consulting is a leading technology services partner delivering professional and managed solutions across EMEA.
- We are seeking onsite technical expertise and support for DWDM/WDM platforms.
- The CXE Engineer plays a key role in troubleshooting optical network issues, product anomaly resolution, and working closely with TAC/TEC to ensure high quality customer support and product stability.
Your 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, ensuring timely resolution
- Conduct root cause analysis and recommend corrective actions to enhance customer experience
- Create clear and informative documentation explaining technical issues for customer understanding
- Develop post mortem reports detailing actions taken to resolve network issues, contributing to continuous improvement
- Collaborate cross functionally with SW/HW Engineering and other teams to implement effective solutions
- Contribute to the Knowledge Base by developing content that aids in future troubleshooting and understanding
- Test and validate custom scripts, ensuring quality and reliability before deployment
Your skills and experience
- Bachelor's Degree 4 8 years of relevant experience in DWDM/WDM optical networking technical support, escalation engineering, or related functions
- 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
- Ability to articulate technical issues / solutions to customers
- Self motivated (Do not require constant 'oversight/assistance' to get jobs done)
- Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes quickly)
- Accountable and open to constructive feedback
- Exceptional customer service skills. Placing customer needs first is an absolute requirement
- Ability to objectively think and solve problems under pressure
Nice to Have
- Knowledge in TCP/IP networking, L2/L3 routing, and switching
- Prior system test, scripting, and new product introduction experience
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