VIAVI Solutions · 2 weeks ago
Field Service/Support Engineer
United States
Full-time
Remote
Senior LevelVIAVI Solutions is a global provider of network test, monitoring and assurance solutions. As a Field Service/Support Engineer, you will be responsible for the deployment and ongoing support of Distributed Access Architecture (DAA) test and monitoring capabilities for leading cable operators, while ensuring customer success and satisfaction.
Consumer GoodsHardwareSoftwareTelecom & CommunicationsConsumer ElectronicsNetwork HardwareTelecommunications
Responsibilities
Own the end-to-end turn-up process for new DAA deployments and system expansions
Partner with customers to define, communicate, and validate all prerequisites (firewall rules, port configuration, protocols, network segmentation) prior to installation
Install and configure the software components required for DAA deployment — XPERTrak, RCI, and associated services — across multi-vendor environments (vCCAP, RPD, and other NEM combinations)
Troubleshoot deployment issues across multi-vendor NEM environments (vCCAP, RPD vendors) and complex customer IT environments
Support expansion deployments, including adding DAA capabilities to existing PathTrak/PNM systems and RCI deployments
Validate deployments post-installation and troubleshoot issues through to resolution, including simplified RCI expansion installs on existing PathTrak / PNM systems
Act as an embedded extension of the customer’s admin team and of VIAVI support for key accounts, building deep familiarity with each customer’s specific configuration and operations
Serve as the single point of contact and coordinator for escalated tickets, owning the customer relationship through to closure
Perform periodic system performance reviews and provide optimization recommendations (e.g. RCI sizing, server resourcing)
Coordinate and, where appropriate, execute software updates for supported accounts
Augment Tier II/III TAC capacity by troubleshooting complex DAA issues escalated from Tier I
Act as liaison to Engineering for issues requiring R&D involvement, ensuring escalations arrive well-vetted with all required logs and diagnostics, and owning customer-side actions during investigations
Serve as the primary technical point of contact for a major strategic XPERTrak account, and communicate product issues and feedback directly back to the XPT business unit
Develop process documents, methods of procedure, and work instructions for customers and internal teams
Provide excellent customer service throughout the entire project and support lifecycle; ability to travel as required to support customer sites
Qualification
Required
Strong Linux operating system knowledge and hands-on administration experience
Strong Ethernet networking knowledge and experience (TCP/IP, routing, VLANs, firewall configuration, port management)
Demonstrated structured troubleshooting mindset with proven ability to methodically diagnose and resolve complex technical issues
HFC/Cable network knowledge – solid understanding of network architecture, headend and field components, RF signal principles, and common maintenance and troubleshooting techniques including forward and return path analysis, return sweep, ingress identification, noise funneling, and signal level/tilt adjustments
Experience in customer-facing technical roles, with the ability to serve as a trusted single point of contact
Effective written, verbal, and presentation communication skills
Ability to work independently in a self-directed environment and manage multiple customer priorities simultaneously
Willingness to travel occasionally (~10–15%) including on short notice for critical customer engagements
Bachelor's or master's degree in Computer Engineering, Electrical Engineering, Computer Science, Physics, or a related field (or equivalent practical experience)
Ability to develop and interpret network architecture documents and detailed test plans
Preferred
DOCSIS / CCAP / RPD experience — accelerates ramp-up and reduces dependency on scarce internal DAA subject-matter experts
XPERTrak product knowledge — familiarity with the platform, its architecture, and its known issues is a strong advantage in this customer-facing role
Familiarity with Kubernetes and Docker-based application environments
Experience using AI tools (ChatGPT, Gemini or Claude) to help in data analysis, document creation, troubleshoot issues and script creations
Scripting languages and database technologies used to support and automate deployments
Company
VIAVI Solutions
VIAVI Solutions develops test, measurement, monitoring, assurance, and optical solutions for communications networks.
Founded in 1923
1001-5000 employees
H1B Sponsorship
VIAVI Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
73%
Represents job field similar to this job
Engineering and Development
Product Management
Accounting and Finance
Sales
Customer Service and Support
Management and Executive
Marketing
Trends of Total Sponsorships
*2026 (6)
2025 (25)
2024 (22)
2023 (15)
2022 (30)
2021 (9)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$1.49B2026-07-14Grant· $1.1M
2026-05-19Post Ipo Equity· $500M
2025-12-16Post Ipo Equity· $140.73M
Leadership Team
Oleg Khaykin
President and CEO
Luke Scrivanich
SVP & General Manager
Recent News
2026-08-05
2026-07-17
Company data provided by crunchbase