CIC Optical Technical Support Specialist

Job Description Summary

The GE Lentronics North America Services team are seeking a highly motivated and technically skilled Post-Sales Technical Support Specialist to join our mission-critical communications team, supporting the CIC Optical product lines. These systems are deployed globally in electrical utilities, oil and gas, and industrial environments to ensure reliable and secure data, voice, and timing transport over fiber-optic and copper infrastructure.

The successful candidate will be responsible for providing post-sales technical support to customers and internal teams, handling complex issues related to optical multiplexers, teleprotection signaling, voice communications, Ethernet transport, and network synchronization equipment

Job Description

Essential Responsibilities

• Deliver post-sales technical support for Lentronics/JPAX/JMUX products via phone, email, and remote diagnostics.
• Diagnose, troubleshoot, and resolve hardware, firmware, and configuration issues on multiplexers, Ethernet interfaces, teleprotection channels, and SCADA transport links.
• Support customer field repairs, RMAs, and product replacements-ensuring minimal system downtime and clear communication throughout the process.
• Document cases and solutions in Salesforce (SFDC) and contribute to internal knowledge bases.
• Collaborate with engineering, product management, and sales teams to escalate and resolve complex issues.
• Support product updates (firmware/hardware), configuration tools, and assist customers during system upgrades or migrations.
• Participate in field deployments and site support (remotely or on-site) when required.
• Provide technical training and best practices to customers, partners, and internal stakeholders.
• Maintain expertise in TDM, PDH, and Ethernet over SONET/SDH networks, teleprotection signaling, and synchronization protocols.

• Minimum 3 years of experience in a technical support or field applications role for telecommunications or networking equipment in industrial environments.
• Experience with multiplexer technologies, optical transmission systems, or critical infrastructure communications.
• Strong understanding of TDM, Ethernet, IP networking, serial communications (RS-232/RS-485), and teleprotection protocols.
• Ability to read and interpret electrical schematics, network diagrams, and system architectures.
• Proficient with configuration, testing, and diagnostic tools for telecom/network systems.
• Occasional travel (up to 10%) may be required for training or on-site support.

• Bachelor's degree in Electrical Engineering, Telecommunications, Computer Engineering, or equivalent work experience.
• Familiarity with Lentronics, JPAX, or similar mission-critical telecom systems.
• Strong communication skills with the ability to convey complex technical issues to both technical and non-technical stakeholders.
• Familiarity with utility, oil & gas, or industrial communications environments and related cybersecurity considerations.
• Hands-on experience with oscilloscopes, BER testers, timing analyzers, or similar field test tools.
• Self-starter with the ability to work independently and prioritize tasks effectively.
• Demonstrated commitment to customer satisfaction and continuous improvement.
• CCNA / CCNP certifications