The DCE team serves as the technical bridge between customers, services, and product engineering. DCE Engineers work cross‑functionally with Software, Firmware, Hardware Engineering, Product Line Management (PLM), Architecture, Software Verification (SVT), and Global Technical Support (GTS) to resolve complex, high‑impact customer issues in optical networks.
This role combines deep technical expertise, customer‑centric thinking, and system‑level ownership, spanning critical outage recovery, root‑cause analysis, product improvement, and release readiness.
You will also actively participate in the software and product release lifecycle, contributing to product enhancements, debuggability improvements, and customer‑driven requirements during release planning.
Additionally, you will work closely with SVT to strengthen test coverage, improve test plans, and contribute to Root Cause and Corrective Action (RCCA) discussions to improve overall product quality and reliability.
Investigate and troubleshoot complex customer issues in both production and lab environments, performing thorough root cause analysis (RCA).
- Lead customer issue resolution, including recovery actions, temporary workarounds, detailed RCA and coordination with development teams for permanent fixes & necessary Documentation.
- Produce and drive post‑mortem action items, ensuring lessons learned from the field are incorporated into products, processes, and test strategies.
- Actively participate in the System Development Lifecycle, including:
- Product and system requirements reviews
- Software design and implementation discussions
- Peer code reviews
- Collaboration with Product Management on customer scenarios and use cases
- Coordinate cross‑functionally with Engineering and Services stakeholders to preserve customer confidence and experience.
- Collaborate with Architecture teams to propose and conclude architectural changes when required.
- Provide customer‑usage insights to the Architecture and Product teams for feature planning and roadmap considerations.
- Reduce escalations to Engineering by building tools, debug recipes, and knowledge bases for Services teams.
- Drive process improvements across Engineering to prevent regressions, including checklists, regression suites, and custom safeguards.
- Own and manage worldwide field escalations, applying strong debugging and troubleshooting skills to optical system issues.
- Bachelor’s or Master’s degree in Computer Science, Electronics, or related fields from reputed institutions.
- Strong understanding of software systems development and operationalization in hyperscale data center environments.
- 5+ years of experience with Agile development, SDN, DevOps, and CI/CD methodologies.
- Excellent system‑level design and analysis skills, including:
- Platform boot‑up and device drivers
- Hardware‑software interactions (e.g., interrupt architectures)
- High availability, performance, testability, extensibility, and software reuse
- Hands‑on experience with QNX or Linux RTOS.
- Proficiency in C, C++, and .NET programming.
- Strong analytical, debugging, and problem‑solving skills across large, complex network deployments.
- Self‑driven, proactive, and capable of making sound decisions under pressure.
- Proficient with Microsoft tools (Excel, PowerPoint, Word)
