Product Support Engineer III

Product Support Engineer III role at Fujitsu Network Communications

About 1FINITY – 1Finity, a Fujitsu company, is a global provider of communications networks for our connected world. We uniquely combine technological leadership and expertise in open optical and wireless networking, network automation, and applied AI / ML to design, build, operate, and maintain critical digital communications network infrastructure. Collaborating closely with ecosystem partners, we deliver transformative outcomes for service providers and network operators, and enable them to lower TCO, improve network performance, and increase energy efficiency. We're also a diverse, inclusive, and innovative workplace that achieves together. We offer highly competitive compensation, benefits, and career development opportunities, as well as flexible options for working your way. See what working at 1Finity looks like at https : / / www.linkedin.com / company / 1finity-inc / . For more information, please visit https : / / 1finity.com / ?utm_source=li&utm_medium=soc.

Req ID : 16269

Responsibilities

• Plans and performs configuration, set-up and turn-up support for customer demonstrations, lab evaluations, and field trials.
• Participates in planning meetings and interfaces with upper management, Sales, Product Management, lab and staff level Customer Engineers to help ensure acceptance of new products or software releases into customer networks.
• Provides lead product support for customer evaluations by providing technical expertise and executing system tests during the evaluations.
• Provides lead technical support for customer First Office Applications (FOA) and field trials.
• Generates detailed customer acceptance test plans. Validates test plans for completeness and accuracy.
• Provides direct lab support to customers during the execution of the test plan.
• Provides product support for interoperability testing between FNC, Partner and other Vendor's products.
• Provides technical support for customer demos, industry shows and expos.
• Provides tier 3 support to customers for product and network problems that are escalated from Tier 1 through Tier 3 support.
• Troubleshoots and investigates product related network / product issues escalated from FTAC with minimal guidance from upper-level Product Support Engineers and Product Support Management as required.
• Works with Product Planning and Engineering during the investigation and testing of product problems that require design or product operational change via the EIR process.
• Develops Methods Of Procedures in the areas of product operation and upgrades.
• Reviews technical documentation for technical accuracy and usability. Provides input on content.
• May compose product documentation including technical information bulletins and product management bulletins.
• Provides technical expertise to other departments within FNC as required.
• Mentors lower-level Product Support Engineers.
• Produces Customer Acceptance Test Plans.
• Produces Technical Information Bulletin on product related issues.

Qualifications

Compensation and Benefits

1Finity salaries are aligned to the specific geographic location in which the work is primarily performed. The pay range for this role is estimated at $90,105 to $128,721 USD. Additionally, this role may be eligible for a short-term incentive based on company results and individual performance. As a technology company, 1Finity recognizes that human resources are its most important capital. We offer a full range of health, 401K, and other benefits.

Equal Opportunity Employer

At 1Finity, one of our corporate principles is "We respect human rights". This commitment guides the actions of every 1Finity Group member and is fundamental to how we operate. We are proud to be an equal opportunity employer that values diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners. California Privacy Act : https : / / www.fujitsu.com / us / Images / CALIFORNIA-CONSUMER-PRIVACY-ACT-NOTICE.pdf

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