Viavi Solutions

Provides network performance, optical security solutions

Technical Support Engineer

Customer SupportConfirmed live in the last 24 hours

Full-timeSaint-Herblain, FranceNo salary listedHybrid

About the Job

Requirements

Strong knowledge of IT, systems, networks, and software, as relevant to the role.
Proficiency with Windows and/or Linux environments.
Knowledge of software deployment in virtualized and containerized environments.
Ability to use performance-monitoring and telecommunications-network troubleshooting tools, including analysis of protocols and call flows.
Knowledge of ticketing tools such as Zendesk, Jira Service Management, or ServiceNow.
Understanding of application and/or hardware architectures.
Basic knowledge of databases, APIs, and network protocols is an advantage.
Ability to read and understand technical logs.
Ability to install and configure basic hardware.
A Bac +5 in telecommunications is preferred; education in computer science or an equivalent field is also considered.
Experience in technical support or IT customer service is appreciated.
Technical or professional English is required, depending on clients.

Responsibilities

Configure software and hardware deployments.
Provide level 2 or level 3 technical support to clients, depending on the organization.
Analyze, diagnose, and resolve complex technical incidents.
Escalate incidents to internal R&D, DevOps, or product teams when necessary.
Track support tickets through complete resolution.
Document incidents, solutions, and technical procedures.
Run tests on delivered systems supporting projects during the acceptance phase.
Guide clients in using software, systems, and equipment.
Help maintain the knowledge base, including FAQs, guides, and procedures.
Contribute to product improvement through customer feedback.
Train clients or internal teams to use the solutions.
Comply with service-level agreements and service commitments.
Maintain deployment and technical documentation for installation processes and procedures, installed-base inventories and descriptions, and technical deployment specifications.
Identify software and hardware deployment problems and provide an appropriate solution as quickly as possible.
Support customer satisfaction and retention.
Ensure the quality of diagnoses and solutions provided.
Maintain traceability and reporting of incidents.

Summary:

Duties & Responsibilities:

Missions principales:

Configuration du déploiement logiciel et matériel.
Assurer le support technique auprès des clients (niveau 2 / 3 selon organisation).
Analyser, diagnostiquer et résoudre les incidents techniques complexes.
Escalader les incidents vers les équipes internes (R&D, DevOps, Produit) si nécessaire.
Suivre les tickets support jusqu’à leur résolution complète.
Documenter les incidents, solutions et procédures techniques.
Exécuter les tests des systèmes livrés soutenant les projets pendant la phase d’acceptation.
Accompagner les clients dans l’utilisation des solutions (logiciels, systèmes, équipements).
Participer à la mise à jour de la base de connaissances (FAQ, guides, procédures).
Contribuer à l’amélioration des produits via les retours clients.
Former les clients ou équipes internes à l’utilisation des solutions.

Responsabilités:

Respect des SLA et des engagements de service.

Maintien de la documentation de déploiement et technique pour:

Les processus et procédures d'installation.
Inventaires et descriptions des bases installées.
Spécifications techniques pour le déploiement.
Identifier les problèmes de déploiement, tant logiciels que matériels, et fournir une solution adéquate dans les plus brefs délais.
Satisfaction et fidélisation des clients.
Qualité du diagnostic et des solutions apportées.
Traçabilité et reporting des incidents.

Pre-Requisites / Skills / Experience Requirements:

Compétences techniques:

Solides connaissances en informatique / systèmes / réseaux / logiciels (selon contexte).
Maîtrise des environnements Windows et/ou Linux.

Connaissance du déploiement sur les environnements virtualisés et conteneurisés.

Utilisation d'outils de supervision des performances et de dépannage des réseaux de télécommunications (analyse des protocoles et des flux d'appels, etc.)
Connaissance des outils de ticketing (Zendesk, Jira Service Management, ServiceNow, etc.).
Compréhension des architectures applicatives et/ou matérielles.
Notions en bases de données, API et protocoles réseau (un plus).
Capacité à lire et comprendre des logs techniques.
Installation et configuration de base du matériel

Compétences relationnelles (soft skills):

Excellent sens du service client.
Capacité d’écoute et pédagogie.
Gestion du stress et des priorités.
Esprit d’analyse et de résolution de problèmes.
Communication claire, écrite et orale.

Profil recherché:

Bac +5 en télécoms (préféré), informatique ou domaine équivalent.
Expérience en support technique ou service client IT appréciée.
Anglais technique ou professionnel requis (selon clients).

#LI-Hybrid

About the Company

Viavi Solutions

Provides network performance, optical security solutions

VIAVI Solutions provides test, measurement, and assurance products for networks and services, along with optical security solutions. It serves mobile operators, governments, enterprise networks, and infrastructure contractors, offering hardware and software tools to design, deploy, monitor, and verify network performance and security. Unlike many competitors, VIAVI combines breadth across telecom networks with optical security capabilities and serves a global customer base, enabling end-to-end validation and protection of critical infrastructure. The company’s goal is to help customers deploy and operate reliable, high-performance networks and services while ensuring security and compliance.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Chandler, AZ
Founded: 1923

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