As a Product Application Engineer, you will play a crucial role in ensuring customer satisfaction by providing expert assistance for VIAVI’s Xgig product line. The Xgig Analyzer offers advanced analysis capabilities, enabling users to achieve robust product performance. Your primary responsibility will be to address customer inquiries, troubleshoot issues, and guide users through technical challenges related to Xgig products.
Duties & Responsibilities
Customer Support:
Answer customer calls promptly and professionally.
Provide expert guidance and advice on Xgig products.
Assist customers in configuring, troubleshooting, and optimizing Xgig solutions.
Ensure a positive customer experience by delivering exceptional service.
Technical Troubleshooting:
Diagnose and resolve technical issues related to Xgig hardware and software.
Collaborate with cross-functional teams to address complex problems.
Product Knowledge:
Develop a deep understanding of the Xgig product line.
Stay updated on product enhancements, features, and best practices.
Educate customers on Xgig capabilities and usage.
PCIe Knowledge:
Become proficient with PCI Express (PCIe) protocols, including link negotiation, lane configurations, and error handling.
Candidate will gain an understanding of CXL protocols.
Ability to troubleshoot PCIe-related issues and provide effective solutions.
Protocol Analysis Software:
Become an expert with the Xgig Protocol Analysis Software Suite.
Understanding of network protocols, packet analysis, and data capture.
Documentation and Reporting:
Maintain accurate records of customer interactions and solutions provided.
Contribute to the knowledge base by creating articles, documentation, and how-to videos.
Collaborate with the Xgig team to improve product documentation.
Collaboration:
Work closely with other technical support representatives, engineers, and product managers.
Escalate complex issues to senior support engineers when necessary.
Participate in team meetings and training sessions.
Opportunity to work with cross-functional team on next generation tools
