Specialist, Global Technical Support (Networking)

TL;DR

Specialist, Global Technical Support (Networking): Providing high-level technical support for fiber optic telecommunications transport and switching equipment with an accent on diagnosing complex system-level issues and debugging. Focus on troubleshooting DWDM/OTN networks, utilizing network management software, and collaborating with engineering teams to resolve critical customer defects.

Location: Must be based in the United States (Can telecommute from anywhere in the US; up to 50% travel required for on-site support)

Salary: $149,136 - $160,900 per year

Company

hirify.global is a global leader in high-speed connectivity that prioritizes a flexible work environment and people-first approach.

What you will do

• Provide on-site and on-call technical support for critical events involving hirify.global products.
• Diagnose, troubleshoot, and debug complex system-level issues on fiber optic telecommunications transport and switching equipment.
• Utilize debug tools and lab research to resolve customer problems or gather data for escalation to GPS.
• Create and publish technical documentation, including Method of Procedures (MOP), Field Service Bulletins, and Root Cause Analysis (RCA) reports.
• Collaborate with QA, Development, and Product Management to provide field feedback and report design or reliability defects.
• Act as a technical consultant and escalation path for regional support groups and peer engineers.

Requirements

• Bachelor's degree in Engineering, Computer Science, or a related field.
• 5 years of experience in post-sales support for OME 6500, Waveserver, RLS, CPL, or OM 5200.
• Experience with network design tools (OnePlanner, Optical Modeler) and NMS (One Control, OMEA, MCP).
• Deep knowledge of SONET/SDH, OTN, Carrier Ethernet, Interior Gateway Protocols (OSPF, IS-IS), TCP/IP, and DWDM with RAMAN or ROADM.
• Proficiency with Unix, Linux, VXworks, Oracle, or MySQL.
• Experience using traffic generators, OSA, OTDR, or power meters.
• Technical skills in Restful APIs, websockets, Python scripting, Swagger, and Postman.

Culture & Benefits

• Flexible work environment focused on individual growth, well-being, and belonging.
• Comprehensive medical, dental, and vision insurance plans.
• 401(K) (USA) and DCPP (Canada) with company matching.
• Employee Stock Purchase Program (ESPP) and Employee Assistance Program (EAP).
• Paid sick leave, vacation time, and company-paid holidays.