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.
RequirementsAssociate'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.
BenefitsOur 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