About the Role

Our client, a dynamic telecommunications provider, is seeking an Advanced Technical Support Engineer specializing in Fiber Optics to join their team in León, Guanajuato . This crucial role involves providing high-level technical assistance for fiber optic network issues, ensuring timely resolution and customer satisfaction. You will be the go-to expert for complex troubleshooting, supporting field technicians and internal teams. This position requires a deep understanding of optical network technologies and excellent problem-solving skills in a demanding, fast-paced environment.

Key Responsibilities

- Provide advanced technical support for fiber optic networks, including GPON, EPON, and DWDM technologies.
- Troubleshoot and diagnose complex network issues, identifying root causes and implementing effective solutions.
- Analyze network performance data and recommend optimizations.
- Develop and update technical documentation, including troubleshooting guides and best practices.
- Train and mentor junior technical support staff and field technicians.
- Escalate unresolved issues to engineering or vendor support, providing detailed information.
- Monitor network health and performance using specialized tools.
- Collaborate with network operations and engineering teams to ensure service reliability.
- Respond to critical incidents and ensure rapid restoration of services.
- Maintain accurate records of support interactions and resolutions in the ticketing system.
- Stay informed about new fiber optic technologies and industry trends.

Requirements

- Associate's or Bachelor's degree in Telecommunications, Electronics,



or a related technical field.
- Minimum of 4 years of experience in technical support for fiber optic networks.
- Strong understanding of optical transmission principles, components (e.g., OLT, ONT, fiber optic cables, connectors, splitters), and standards.
- Experience with fiber optic testing equipment (OTDR, power meters, light sources).
- Proficiency in diagnosing and resolving issues related to signal loss, power levels, and fiber integrity.
- Knowledge of IP networking and associated protocols.
- Excellent analytical and problem-solving skills with a methodical approach.
- Strong communication and customer service skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience with ticketing systems (e.g., ServiceNow, Jira) is a plus.
- Relevant certifications such as FOA CFOT or equivalent are advantageous.
- Flexibility to work varying shifts, including potential on-call responsibilities.

Benefits

Our client offers a competitive salary, regular performance reviews, and a comprehensive benefits package including health insurance, life insurance, and a savings plan. This role features a hybrid work model, combining remote flexibility with in-office collaboration. We provide ample opportunities for professional development, including access to specialized training courses and certifications in fiber optics and advanced networking. Our client values work-life balance and offers generous paid time off and company holidays. Opportunities for career progression within the technical support and engineering departments are available.

📌 Ingeniero de Soporte Técnico Avanzado (León)
🏢 Placements24
📍 León