PSE (Professional Services Engineer)

Professional Services Engineer

The role of the Professional Service Engineer (PSE) is to plan, manage and prioritize key work initiatives for the region, define and provide technical oversight of MOP’s, develop project plans and lead network upgrades and new implementations on behalf of Infinera’s clients. This position plays an important role in ensuring on time delivery of services, growing services revenue and overall customer satisfaction.

This position provides technical assistance and service support to Infinera customer as they evolve from early stage product trials through field implementation and into production. This role supports subsea, long-haul, regional and metro carrier’s domestic and international customers. The Staff PSE will manage all operational aspects of the customer’s network trial, deployment & post-sales support, which includes fault tracking, managing and resolving identified issues. The PSE will interface with and manage support partners, develop, implement and manage projects and escalate unresolved issues to Tier 4 support, management and sales account team.

This position represents the interests of the customers including internal test, development and manufacturing teams and is responsible for the development of new field troubleshooting processes and procedures, contributing to an internal technical knowledge base, assisting in replicating customer issues to achieve problem resolution, assisting in training customers, field service partners and other support personnel.

Responsibilities:

Expert in all supported releases of Infinera products

Expert in delivering product demonstrations from Beta to GA

Create customer-specific test plans for trials and demonstrations

Leads Type Approval Tests and Regression Testing with Infinera Customers for new product releases

Manage operational aspects of customer trials including:

o Tracking of faults, issues and feature requests

o Resolution of customer-identified problems

o Represent Service and Support in customer meetings

o Communicate progress clearly with upstream organizations

Provide the Primary interface into Infinera customers for all Services activities.

Provide feedback/enhancements to Tier IV/PLM for inclusion in future product releases

Assist Tier IV to re-create customer issues in lab and assist in development of work-around and bug fixes

Represents Service and Support in pre-sale meetings to discuss Infinera Professional Services offerings

Identification and qualification of Professional Service opportunities

Qualification and provision of quotes and SOW for Professional Services activities including cost and margin analysis

Plan, manage and execute SOW/contract deliverables for Infinera Professional Services offerings

Develops and delivers in depth Method of Procedures for Professional Services activities

Leads Technical Management meetings with customers and drives the action register

Entry, progression and closure of customer feature requests and inquiries into CRM system

Communication of Field Service Bulletins and Product Change Notices to customer

Review each release of Technical Documents for accuracy and completeness

Comprehensive technical analysis and audit of customer networks, audit report compilation and presentation to customer

Development of network specific migration strategies and procedures

Onsite and remote technical oversight for customer planned work activities

Answering customer questions on support for all supported Releases of Infinera products

Delivers technical assistance to Infinera customers from product trial through implementation

Leads customer Link Acceptance Testing and Integration of Infinera products into customer networks

Provides expert technical oversight and support to Deployment teams during deployment activities.

Validation of network designs provided by Systems Engineering

Managing and Supporting Infinera services partners during deployment and Professional Service activities

Delivers hands-on technical assistance and troubleshooting for resolving customer hardware and software issues

Analyzes and documents all actions taken toward resolving customer issues

Provides escalation of complex customer problems to TAC and Tier 4

Contributes and assist in development of Knowledge Base content

Reviews each release of Technical Documents for accuracy and completeness

Expert in reading/interpreting debug logs

Dedicated Engineer Responsibilities:

• Assigned PSE to start to absorb the provisioning work that Bill Lombardi (SE) is currently doing and begin training the assigned VZ Provisioning Engineers.
• Currently Bill is building Superchannels for them and assisting with G42 turnup work.
• A PSE request for each activity will be required, work to be scheduled as best effort into the PSEs workload thru VZ PM to avoid conflicts w/ the PSE’s currently scheduled workload.
• Once a permanent resource is hired (Richardson based), the assigned PSE trains the new hire.
• Assigned PSE will not absorb any design work that the SE is responsible for – i.e. NPS designs, channel plan creation/maintenance, etc. Only operational work will be performed.
• Assigned PSE oversees/trains/assists/evaluates the new hire and the VZ Provisioning Engineers with duties

Mandatory Skills Required:

Experience with DTN, DTN-X, FLEX, G-42