Job Description

Job Category: Customer Services
Degree Level: Master's degree
:
As an FN BBN TEC Engineer, you will play a pivotal role in delivering Level 3 technical support for FN BBN Access products within a dynamic support environment. You will collaborate with cross-functional teams - including regional TAC/CDO, product units (PLM, TPM and R&D) and Professional Services- to ensure efficient and effective solution delivery and high customer satisfaction. This position offers the opportunity to work in an open, collaborative culture that values autonomy, innovation, and problem-solving in the fast-paced telecommunications industry.
Responsibilities:

• Troubleshoot and debug complex field issues remotely, collaborating closely with TAC and R&D teams to drive issue resolution.
• Reproduce and isolate issues in lab environments for deeper analysis.
• Create and manage high-quality Jira tickets, ensuring timely follow-up and resolution with R&D.
• Conduct root cause analysis and recommend corrective actions.
• Develop and maintain knowledge base content to enhance team efficiency and customer support.
• Participate in a global on-call rotation to support critical issues.
• Define diagnostic requirements and collaborate with product teams to enhance debugging capabilities.
• Work with the Care Innovation team to integrate Automation/AI for improved Care delivery.

Qualifications:
You have:

• Bachelor's degree (Master's preferred) in Telecommunications, Computer Science, Information Technology, or a related field.
• 5+ years of experience troubleshooting FN Fiber products such as ISAM, ONT, Lightspan, Altiplano, or Cloud / containerized environments (expert level at least one of them).
• Proficiency in Linux, networking protocols, and use of network testing/analysis tools (e.g., Spirent Test Center, iPerf, Wireshark).
• Strong analytical and problem-solving skills; self-motivated, proactive, and results-oriented.
• Ability to develop structured technical documentation and communicate effectively with technical teams
• Experience working independently and in diverse, global teams.
• Good soft skills and perform well under pressure.

It would be nice if you also had:

• Scripting experience, particularly with Shell or Python.
• Understanding of Layer 2/Layer 3 networking, including IP/MPLS protocols.
• Cisco or Nokia IP certifications

Skills Required