The System Application Engineer (SAE) requires 10 or more years of design/customer support experience in Optical/Network Communications. This is an important position at the company with senior management visibility. There are three primary functions to the SAE role:
The SAE should have a strong understanding how Acacia solutions work in target customer applications. This knowledge will be documented in product literature that customers can easily understand enabling a smooth implementation of our products and technology.
The SAE should have proven experience with coherent optical systems. This means he/she will be able to comprehend impairments found in coherent optical systems such as chromatic dispersion, polarization mode dispersion, OSNR, etc. Understanding of mitigation techniques for these types of impairments is required.
The SAE should have proven problem resolution skills. This means he/she will be able to comprehend what customer’s systems and quickly recommend the best solution. Additionally, the SAEs is expected to support Evaluation Board and Module bring up at customer’s labs. Several times per year this may result in onsite visits to the customer’s lab. This also includes diagnosing, confirming and solving customer technical issues within the RMA process.
Key Essential Functions:
The role of the SAE at Acacia is to provide customer technical support both pre-sale and post-sale.
Pre-sale activities include:
Provide customer technical support to sales directors on pre-sales technical calls.
Understand customer requirements and determining the fit of Acacia solutions.
Feedback to PLM and engineering on customer’s needs in the event of mismatches.
Post-sale activities include:
Provide technical collateral to customers in support of design activities.
Train and develop customer skills on Acacia products through communication and education.
Review customer schematics to confirm adherence to reference designs.
Create applications notes and/or scripts as required to provide information which is not covered in engineering documents.
Provide ongoing customer technical support through customer new product introduction phase.
Minimum Qualifications, Experience, Skills, Education and Certifications:
BSEE/MSEE or higher degree with 10+ years of experience
Excellent verbal and written communications and problem solving skills required
Network/System/Sub system level understanding
Developing comprehensive working knowledge of coherent optical systems
Proven ability to write/contribute to product documentation
Product Specification, Applications notes, User Manual, White papers
Evaluation board support
Work with engineering, customers and partners to define/specify evaluation board requirements
Customer Support - Level 1 and 2 support
Strategic Partner support - establish peer to peer relationships with engineers at Strategic Partners
Internal/External advocate – ability to advocate for the customer internally while advocating for Acacia externally drawing a deliberate balance between sometimes opposing views and objectives
Customer RFI/RFP support
Participate in selected conferences and trade shows - OFC, ECOC
Participate in and/or Monitor standards bodies (as assigned) - OIF, IEEE
Product Roadmap – contribute feature/function ideas for inclusion in product roadmap
Must be able to lift 20 pounds.
Some bending, lifting and reaching
Long periods of sitting or standing
Use of mouse, keyboard and monitor
Up to 10% travel – Domestic and International